Miss X complained that Hafod Housing Association failed to address the damp and mould in her property for four months. As a result of this, Miss X’s belongings and decor were ruined.
The Ombudsman found the Association had received a complaint from Miss X in January, however, it had dealt with her complaint informally and had failed to provide Miss X with a complaint response. She said this caused uncertainty and frustration for Miss X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to, within 3 weeks, offer an apology and an explanation for the length of time it has taken to resolve the repair, issue a stage 2 complaint response, arrange a date with Miss X to carry out a mould washdown, and offer to redecorate her home following the roof repair. Contact with Miss X will be made prior to attendance, with a confirmation letter provided.