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

Ms L complained that the Housing Association failed to provide a complaint response about the concerns she raised in December 2022. Ms L further complained that outstanding repairs had not been actioned despite promises to do so.

The Ombudsman concluded that the Association failed to issue a complaint response and had not kept Ms L updated with any repairs required. She said this caused frustration to Ms L.

As an alternative to an investigation, The Ombudsman sought and gained the Association’s agreement to apologise to Ms L, issue a complaint response and provide an update on the outstanding repair issues within 30 working days.