Housing: Hafod Housing Association

Miss L complained that the Association failed to resolve her concerns regarding waste and maintenance around her property. She further complained that the Association failed to carry out works within her property and failed to issue a complaint response.

The Ombudsman concluded that although the Association had actioned some of the concerns Miss L raised, it had failed to follow up the concerns, and failed to act in accordance with its statutory complaint’s procedure. She said this caused frustration to Miss L. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Associations agreement to provide Miss L with an apology for the delay in responding, issue a complaint response, and action necessary works to and around Miss L’s property. The Association agreed to action this within 30 working days.