Mr A complained that Adra failed to complete repairs to his home that he said he reported repeatedly over a period of months, and years. Mr A said that he found it difficult to gain updates and that Adra had failed to provide a written response to his second complaint. Mr A said that some repairs had not been acknowledged, and he had lost faith that all repairs would be completed in a timely manner. Mr A said that issues were impacting his physical and mental health.
The Ombudsman decided that although Adra had begun to complete some repairs, it had not provided a formal response to Mr A’s second complaint and it was unclear if all repairs had been acknowledged and actioned. Mr A’s concerns about the long delays and the impact that this has had on him had not been addressed. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained Adra’s agreement, within one week, to apologise to Mr A that he has had to contact the Ombudsman and to confirm outstanding repairs and dates for completion to him in writing. Adra also agreed, within two weeks, to provide a complaint response to Mr A’s outstanding concerns, addressing the delays and impact on him, and remedying any issues identified.