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

Mrs T complained that Hafod Housing Association had failed to resolve her complaint about a faulty shower which leaked through to her kitchen ceiling causing a hole.

The Ombudsman decided that the Housing Association had failed to provide a complaint response to Mrs T. She said this caused frustration and uncertainty to Mrs T. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Housing Association’s agreement to apologise to Mrs T, provide an explanation for the failure to provide a complaint response, and to issue a complaint response within 4 weeks.