Miss B complained about the delay in Tai Tarian responding to her reports of a leaking boiler and other issues within the property. Miss B also complained about the delay in receiving a response to her complaint.
The Ombudsman found that the Association had failed to log Miss B;s concerns as a complaint. She said that this caused frustration and uncertainty to Miss B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to make the necessary arrangements to attend the property to asses the issues reported, within 2 working days. Within 2 weeks, write to Miss B with an apology for the delay in responding to her concerns, finalise a list of outstanding repairs and when the repairs will be undertaken, and issue a Stage 1 complaint response.