Mrs A complained because she was unhappy that Valleys to Coast Housing had failed to action repairs to her property, including adjustment to her staircase and external rendering.
The Ombudsman noted that in respect of the external rendering works, Mrs A had an ongoing open complaint with the Housing Association. In respect of works to the staircase the Housing Association had previously informed Mrs A that works could be done. However, this position changed, with the Housing Association providing its reasons for the works no longer being undertaken. The Ombudsman decided that the Housing Association had not apologised to Mrs A for previously advising her that works to the staircase could be completed. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to provide Mrs A with an apology for providing misinformation and to provide an update in respect of her complaint about rendering works within 2 weeks.