Tenancy rights and conditions : United Welsh Housing Association

Mr F complained that United Welsh Housing Association failed to resolve his concerns about tenants non-compliance with the Housing Association’s dog policy.

The Ombudsman decided that the Housing Association had failed to escalate Mr F’s complaint in line with its corporate complaints process. She said that this caused frustration and uncertainty to Mr F. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Housing Association’s agreement to apologise to Mr F, provide an explanation for the failure, offer him redress of £125, issue a complaint response within 4 weeks and to arrange relevant staff training.