Mrs A complained on behalf of her mother, Ms B, about noise and vibration she was experiencing in her Wales & West Housing Association flat.
The Ombudsman found that when Ms B complained to the Housing Association about the noise and vibration it was not logged and a specific complaint response was not provided as per its procedure. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to apologise to Ms B and to issue a complaint response within 4 weeks of the Ombudsman’s decision.