Repairs and maintenance (inc improvements and alteration eg. central heating double glazing): Newydd Housing Association Report Date 24/07/2026 Case Against Newydd Housing Association Subject Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) Case Reference Number 202600080 Outcome Voluntary settlement Miss B complained about the action taken by Newydd Housing Association in response to her reports of a rat infestation at her property from August 2025 to January 2026 and to reports of mould and structural defects made between 31 January 2025 and January 2026. In addition, Miss B raised concerns about the action taken by the Housing Association to secure suitable alternative accommodation for her and her family in January 2026.
In response to the Ombudsman’s investigation, the Housing Association confirmed that it had conducted a detailed review of Miss B’s complaint. It said it recognised failings, that the standard fell below expectations and offered to take action to resolve it.
The Ombudsman sought and gained the Housing Association’s agreement to, within 4 weeks, provide Miss B with an apology for the failings identified. In addition, it agreed to provide a financial redress payment of £4976 to reflect failures in complaint handling, loss of service and the distress and inconvenience caused. The Housing Association agreed to, within 3 months, review its procedures to ensure issues are progressed more promptly, strengthen oversight of case management, and improve record-keeping to support more effective handling of similar cases in future.