Mrs A complained about delays in repairs being carried out in her home by Caredig (“the Association”).
The Ombudsman was concerned that repairs remained outstanding and that Mrs A had not received a formal written response to her concerns. The Association confirmed to the Ombudsman that it would complete the necessary works, and respond to Mrs A’s concerns in writing. The Ombudsman found this to be a reasonable proposal.
The Ombudsman sought and gained the Association’s agreement, within 8 weeks, to provide a written apology to Mrs A for not previously responding to her complaint, to confirm the steps it will take to complete the necessary works, and to establish the scope of her concerns, the outcomes she is seeking, and to provide a response in line with its formal complaints procedure.