Miss X complained that Caredig failed to repair the leak from her upstairs neighbour’s balcony and that she had not received a complaint response.
The Ombudsman found that the Association had attended the property to carry out remedial repairs to the balcony; however, it had failed to progress Miss X’s concerns through its formal complaints procedure. 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 Miss X an apology for not progressing her concerns through its formal complaints procedure at an earlier stage, issue a formal complaint response, and offer Miss X £100 redress payment in recognition of the delay and for the time and trouble in making a complaint to the Ombudsman.