Housing: Hafod Housing Association

Ms D complained that Hafod Housing Association had informed the Ombudsman that she had not made a complaint to it, when she had evidence to prove she had.

The Ombudsman found that the Association had provided inaccurate information to her office. It acknowledged that after conducting further enquiries it had received Ms D’s complaint. She said that this caused frustration for Ms D and had inconvenienced her. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Association’s agreement to apologise and provide an explanation to Ms D for the oversight, provide a full and final complaint response to her, and make a £100 redress payment within 30 working days.