Miss A complained that Newport City Homes (“the Housing Association”) failed to address issues including vermin, damp and heating at her home, which had been ongoing since September 2023. Windows would not lock and repairs to pipework, undertaken following flooding at the property, were not completed properly. Miss A was given conflicting information about who was responsible for pest control.
The Ombudsman found that, although the Housing Association had responded to Miss A’s complaints, it had not investigated or addressed all of her concerns. Where shortcomings were acknowledged, no apology had been given and the actions identified were not carried out. This caused unnecessary delays and frustration for Miss A and affected her health. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to, within one month, provide Miss A with a written apology for its failure to adequately investigate and respond to all her concerns, for the failings identified in its complaint response and for the delay in carrying out the actions identified. The Housing Association also agreed to within one month, provide Miss A with a further complaint response, addressing all matters together with a schedule of when any outstanding investigations and/or works will be undertake.