Ms B complained about how Newport City Homes (‘the Housing Association’) had dealt with complaints she had made about anti-social behaviour from an upstairs neighbour.
The Ombudsman decided that whilst the Housing Association had taken some actions, the issues persisted, and Ms B was unaware of the longer term plan of the Housing Association to mitigate the impact on her. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement, that within 2 weeks it would issue Ms B a Stage 2 complaint response, addressing the agreed points.