Repairs and maintenance (inc improvements and alteration eg. central heating double glazing): Newydd Housing Association Report Date 16/03/2026 Case Against Newydd Housing Association Subject Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) Case Reference Number 202509490 Outcome Early resolution Mr B complained that Newydd Housing Association had failed to properly address his concerns about his boiler.
The Ombudsman found that the Association had failed to log Mr B’s concerns as a formal complaint and communication with Mr B had falled short of expected standards. She said that this caused frustration and uncertainty to Mr B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreements to write to Mr B with an apology for the failure to log his concerns as a formal complaint, provide a further apology for the lack of clear communication, confirm the timetable for repairs to be undertaken, and issue a complaint response within 2 weeks.