Miss B complained that Bron Afon Community Housing Ltd had failed to address her concerns regarding the damp in her property and the repairs needed.
The Ombudsman found that the Housing Association had not addressed Miss B’s concerns through the complaints procedure despite her making numerous calls to the Housing Association. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to apologise to Miss B for not addressing her concerns via the complaints procedure and provide a complaint response within 5 weeks. The Housing Association also agreed to ensure that all repairs are completed by the agreed date and offer £75 financial redress in recognition of the time and trouble taken by Miss B to approach the Ombudsman.