Mrs B complained that the Council had failed to install sound insulation to her home. She also complained that the Council had failed to respond appropriately to reports of damp and mould in her home.
The Ombudsman found that In respect of sound proofing Mrs B had been provided with a complaint response regarding this issue more than 12 months previously. As there did not appear to be any exceptional circumstances that prevented Mrs B making a complaint to the Ombudsman within 12 months this issue was considered out of time for investigation. The Ombudsman also found that whilst the Council had carried out some work to address damp and mould in Mrs B’s home some issues remained unaddressed.
The Ombudsman sought and gained the Council’s agreement to share an inspection report relating to the chimney at Mrs B’s home with both Mrs B and this office, arrange with Mrs B to carry out and inspection of her home, and undertake any necessary work arising from this inspection. It also agreed that within one month of any works being completed it would reinspect Mrs B’s home and arrange an independent damp and mould survey if the works had not been effective.