Miss A complained to Hedyn about having 10 days without heating or hot water meaning she had an additional cost of electricity to power fan heaters. Miss A said the compensation offered by Hedyn was not sufficient to cover the costs.
The Ombudsman found that Hedyn had not fully considered the compensation it had offered. The Ombudsman considered this caused Miss A frustration and decided to settle the complaint without an investigation.
The Ombudsman gained Hedyn’s agreement to within 2 weeks, invite Miss A to submit evidence in support of a claim for more compensation. Within 2 weeks of receiving evidence, consider the evidence submitted and within 2 weeks of the receipt of evidence, issue a written explanation for the final offer it is giving, detailing how the sum was calculated and the evidence relied upon.