Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) : United Welsh Housing Association Report Date 23/10/2024 Case Against United Welsh Housing Association Subject Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) Case Reference Number 202403503 Outcome Early resolution Miss A complained that United Welsh Housing Association failed to carry out necessary repairs to her home or provide a response to her complaint, which she made to it in April 2024.
The Ombudsman found that the Housing Association had undertaken some repairs but there were delays in those works being carried out.
It had not taken any steps to investigate or address the concerns in relation to the front door to Miss A’s flat. Further, the Housing Association had not provided a formal response to Miss A’s complaint. The Ombudsman said that this had caused frustration and uncertainty. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to, within 2 weeks, provide Miss A with an apology for its failure to address the issues with the front door, to provide a formal complaint response and offer a payment of £100 redress for Miss A’s time and trouble in bringing her complaint to the Ombudsman.