The Ombudsman found that there had been delays in completing the repairs and poor communication from Hedyn. The Ombudsman said this caused uncertainty and frustration for Mr A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained Hedyn’s agreement to, within 3 weeks, apologise for the standard of communication and the delays in completing the repairs and explain why this happened. Hedyn also agreed to provide an explanation as to what repair works have now been completed to resolve the matter and to offer a £150 financial redress payment on top of the £100 payment it had already offered to reflect the complaint handling and delays.