Ms A complained that Pobl had failed to take timely action to repair or replace broken bins in the communal bin storage area, which had resulted in a subsequent rat infestation at Ms A’s home.
The Ombudsman decided that there had been a substantial delay in completing the repairs and the Housing Association had not provided a formal response to Ms A’s complaint, leaving her feeling uncertain if, or when, any further action would be completed. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to issue a full response to Ms A’s complaint within 2 weeks, confirming the date when the repairs would be completed.