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

Mr B complained that Linc Cymru Housing Association failed to respond to a complaint he submitted via its website on 20 December 2022.

The Ombudsman concluded that the Association failed to communicate its decision to informally deal with his complaint, which caused Mr B inconvenience and frustration.

The Ombudsman decided to settle the complaint without an investigation, and sought and gained the Association’s agreement to apologise to Mr B, explain its decision and the next step of its complaint process. It also agreed to pay Mr B redress of £50 in recognition of the time and trouble he had expended. The Association agreed to complete this settlement within two weeks.