Miss A complained about repair issues at her home, which had been ongoing since early 2023. She complained that the property was full of black mould, windows were not properly secured, water was leaking through the roof and there was no insulation. Asbestos also needed to be replaced. Miss A was left without hot water and heating over the Christmas period and there was a large hole in the ceiling. Where work, such as the flooring, had been undertaken it was of a poor standard and needed replacing.
The Ombudsman found that although the Housing Association had undertaken some repairs, there were delays and works had not been completed. Where works had been carried out, further damage was caused to Miss As property, furniture and possessions. There were issues around communication between Miss A and the Housing Association. This had caused Miss A distress and frustration and had a significant impact on her family. The Ombudsman decided to settle the complaint without an investigation.
The Housing Association agreed to, within 4 weeks, meet with Miss A to inspect the property and identify a list of outstanding issues. It also agreed to provide her with a schedule and timeline of the planned works, and a written apology for the delays in carrying out repairs.