Mr J complained that Pobl failed to respond to a complaint concerning a rat infestation in the communal bin area. Mr J said that the rats are entering his garden and damaging his property.
The Ombudsman found that while the Association had communicated with Mr J about his concerns, it failed to explain or offer to escalate his concerns to its formal complaint process. The Ombudsman said that this caused uncertainty and frustration to Mr J. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to issue Mr J with a complaint response within 3 weeks. The response should include an apology and an explanation for the mismanagement and poor communication. The Association also agreed to offer Mr J a redress payment of £50in recognition of his time and trouble contacting the Ombudsman.