Mr A complained that the Housing Association failed to complete repairs within appropriate response timescales and failed to escalate his concerns, despite his expressing continued dissatisfaction.
The Ombudsman found that the Housing Association had not escalated Mr A’s concerns appropriately through the complaints process and this caused additional frustration and uncertainty for Mr A. The Ombudsman decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Housing Association’s agreement that, within 30 days, it would provide an explanation and apology for not formally escalating Mr A’s concerns through the complaints process and to provide a formal, comprehensive complaint response addressing each of the issues raised by Mr A, what has been done to date and what action will be taken for any outstanding issues.