Housing : Merthyr Valleys Homes

Mr X, a tenant of Merthyr Valleys Homes (“the Housing Association”) complained about ongoing anti-social behaviour and harassment from neighbours and issues in relation to flooding from storm drains. Mr X said that the Housing Association responded to his complaint which had been referred by the Ombudsman in January 2022.

The Ombudsman found that the Housing Association had not provided a formal response to Mr X’s complaint that had been referred, but had responded to a subsequent complaint made by Mr X about similar issues. The correspondence appeared to address the complaint and provide explanations for the actions taken. The Housing Association had provided Mr X with support to resolve the issues with the storm drain.

The Ombudsman sought and gained the Housing Association’s agreement to provide Mr X with a written apology for failing to respond to his complaint(which was previously referred by the Ombudsman on 24 January 2022), within20 working days. The Ombudsman’s view was that this action, together with the steps already taken, was reasonable to settle Mr X’s complaint.