Mr A complained about an infestation of rats in the property. He said that he had complained to Adra about the issue a number of times over the years, but despite this, the problem persisted.
The Ombudsman noted Mr A had reported issues since 2021. On each occasion, Adra had logged a service request and in response, contacted the Local Authority’s Pest Control to attend to the matter. During a discussion with Adra, the Ombudsman was informed that operatives had attended the property to close holes in the fire wall in the attic. However, Adra had no record of a formal complaint. The Ombudsman determined that Adra had not had a reasonable opportunity to investigate Mr A’s concerns or identify whether anything more could be done to make sure the problem was resolved. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained Adra’s agreement to contact Mr A within 1 week to acknowledge receipt of his concerns. Thereafter, to look into and respond to Mr A’s complaint in accordance with the complaint process.