Repairs and maintenance (inc dampness/improvements and alterations eg central heating. double glazing) : United Welsh Housing Association

Ms A complained that United Welsh Housing Association (“the Housing Association”) had not responded to a complaint she had made to it about damp at her property. She complained that the damp in her home had been worsening and her attempts to get the Housing Association to rectify the issues had been ignored.

The Ombudsman found that whilst the Housing Association had since replied to Ms A’s complaint, it had not provided enough information to Ms A regarding the steps that were to be taken to resolve the repairs and the estimated timeframe for the repairs to be completed within, taking into account that some of the timeframes were out of the Housing Association’s control.

The Ombudsman contacted the Housing Association and in resolution of Ms A’s complaint it agreed to, within 20 working days write to Ms A to provide a further response addressing these issues. The Ombudsman considered this to be an appropriate resolution and did not investigate.