Mr K complained that Adra failed to formally log the complaint he raised concerning the lack of maintenance to the property grounds and that it failed to explain how it was responding to the concerns he raised.
The Ombudsman found that the Association provided misleading information, leading Mr K to believe his complaint was formally investigated. This caused additional frustration and uncertainty for Mr K. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to formally log the complaint and issue its response within 4 weeks. It also agreed to write to him within 1 week to apologise and offer a £50 financial payment for the time and trouble.