Mr A complained about the action taken by Linc Cymru Housing Association (“the Housing Association”) to address issues with damp and mould in his property. He said that other residents living on the ground floor of the same building had raised concerns about similar issues. Mr A also raised concerns that he had not been provided with information regarding his options for alternative accommodation.
The Ombudsman found that although the Housing Association had taken some action to investigate the concerns reported by Mr A, there did not seem to be a clear plan to further address the ongoing issues. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to, within 3 weeks, complete a full investigation into the concerns raised by Mr A about the condition of his property and to consider his request for an independent thermal survey and an inspection of ducts and floors. In addition, to consider the concerns Mr A raised about other residents’ complaints regarding the ground floor of the building. Within 6 weeks, the Housing Association agreed to provide a formal complaint response, to include the outcome of the investigations, confirm the action plan and outline the options available to Mr A for alternative accommodation.