Ms T complained that Merthyr Tydfil Housing Association failed to respond to a complaint she raised in March 2025,concerning flies.
The Ombudsman found that the Association failed to conclude its Stage 1 investigation within a reasonable time frame and did not escalate to Stage 2. This caused additional frustration and uncertainty for Ms T. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to immediately escalate the complaint to Stage 2 and respond to Ms T within 4 weeks.