Miss X complained that her front garden was in disrepair, and she had not received updates or a response from Trivallis Housing Association. The Ombudsman found that the Association had incorrectly closed the complaint and failed to update Miss X, despite her repeated attempts to follow up with the Association. She said this caused uncertainty and frustration for Miss X. The Ombudsman decided to settle the complaint without investigation. The Ombudsman sought and gained the Association’s agreement to, within 4 weeks, apologise to Miss E, explain the reasons for the lack of communication and the failure to provide a complaint response, offer to pay her a £250 redress payment and issue a stage 2 complaint response
Source · PSOW (Public Services Ombudsman for Wales)
Trivallis
PSOW (Public Services Ombudsman for Wales)
Resolved / Early Resolution
Reference PSOW-202500829
Category Outdoor estate management (inc hedges etc)
Decided 24 June 2025
View Trivallis scorecard
Full decision
Other decisions involving Trivallis
| Reference | Date | Summary | Outcome |
|---|---|---|---|
| PSOW-202510194 | 30 Mar 2026 | Mrs A complained that Trivallis failed to respond to the complaint she submitted regarding the works that need completing at … | Resolved / Early Resolution |
| PSOW-202506755 | 02 Feb 2026 | Ms A complained that Trivallis (“the Housing Association”) failed to follow Safeguarding and Anti-Social Behaviour (“ASB”) procedures in response to … | Resolved / Early Resolution |
| PSOW-202405250 | 23 Oct 2025 | Mrs C complained about whether Trivallis (“the Association”) responded appropriately to reports of damp and mould made by her between … | Other |
| PSOW-202402960 | 23 Oct 2025 | Mr B complained about the way the housing association Trivallis (“the Association”) dealt with reports of repairs at his home. … | Other |
| PSOW-202503347 | 13 Oct 2025 | Mrs X complained regarding the significant delays by Trivallis to complete the works / replacement of the windows. The Ombudsman … | Resolved / Early Resolution |