Mrs A complained that Trivallis failed to carry out repairs to the internal walls of her property. Mrs A contacted the Housing Association, but the matter was not logged as a complaint.
The Ombudsman found that Trivallis had previously informed Mrs A that it would send a tradesperson to her home to assess the walls, but this had not taken place, and it had not responded to her complaint. The Ombudsman decided to settle the complaint without investigation.
The Ombudsman sought and gained Trivallis’ agreement to, within 2 weeks, offer an apology to Mrs A, issue a response to her complaint, arrange for a tradesperson to visit her property to assess and agree repairs to be completed and to offer to pay £100 redress for the delay.
