Ms C complained that United Welsh Housing Association had failed to act on reports of Anti-Social Behaviour and had not communicated effectively with her regarding her concerns.
The Ombudsman decided that the Housing Association’s decisions about what action to take were properly made but there was a lack of clarity in the communication with Ms C that caused confusion and uncertainty. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to write to Ms C within two weeks to apologise for continuing to contact her by telephone after agreeing to contact her by email, and seek her consent to share noise recording with the Council.