Miss X complained that Hafod Housing Association failed to carry out repair works it had agreed to undertake.
The Ombudsman found that the Association had failed to gain access to Miss X’s property to undertake repairs. It had also failed to provide scheduled appointment letters to Miss X. 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 for failing to provide confirmation of scheduled appointments and for the ongoing delay in completing the outstanding repair works, offer £100 redress for the failing and delay, and provide Miss X with a clear timeline detailing when the remaining works will be completed.