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

Mr A complained that Hafod Housing Association had failed to arrange for a surveyor to attend his home to assess the issues he was experiencing with flooding in his garden.

In making enquiries with the Association the Ombudsman was informed that a visit had now been arranged, however, the Ombudsman decided that there had been a considerable delay by the Association to find a surveyor. She said that this caused delays and frustration for Mr A who was unable to use his garden. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Association’s agreement to apologise to Mr A and provide him with a plan of action within two weeks of the completed survey.