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

Mr T complained that Hafod Housing Association had failed to resolve his complaint about housing repair issues.

The Housing Association said it was awaiting completion of the repair works before issuing its complaint response. The Housing Association said that repair works have now been undertaken to the rainwater downpipe and rainwater gullet. The Ombudsman noted the Housing Association had taken some action, but considered it would be helpful for Mr T to receive a complaint response. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Housing Association’s agreement to apologise to Mr T, provide an explanation for the failure to provide a complaint response, and to issue a complaint response within 2 weeks.