Ms C complained that Bron Afon Community Housing Ltd had failed to provide her with regular and meaningful updates on the action it was taking regarding a neighbour’s anti-social behaviour.
The Ombudsman found that the Housing Association had committed to providing Ms C with fortnightly updates. Although updates were provided for the first three months, there was then a gap of three months before the next update was provided. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to write to Ms C within a month to apologise for not meeting its commitment to keeping her informed and explain what further steps it intends to take to meet its service standards regarding communication.