Ms A complained that Linc Cymru Housing Association (“the Housing Association”) failed to act appropriately to her reports of antisocial behaviour, where she feared for her family’s safety. Ms A said the Housing Association’s inaction delayed her being rehoused. She said that her mental health was negatively impacted, and she no longer felt able to cope with the situation.
The Ombudsman decided that the process for supporting Ms A with rehousing was unclear. The eventual offer of a property was not confirmed in writing, and no timeframe had been provided. She said that this caused delays, frustration, and uncertainty for Ms A at a time that was already very difficult for her. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement within 1 week, to apologise to Ms A for having to contact the Ombudsman and that the rehousing process was unclear, and to confirm the offer of housing in writing with an estimated timeframe for the move. The Housing Association also agreed to review the relevant policies within 1 month, to ensure there is a clear and consistent process for assisting tenants who are victims of antisocial behaviour, particularly where safety is a concern, with appropriate rehousing advice and support.