Mr X complained that Wales & West Housing Association paused his application for a mutual exchange. The Ombudsman found that the Association had failed to inform Mr X of his right to escalate his complaint to stage 2 of the complaints procedure. The Ombudsman said this caused uncertainty for Mr X. She decided to settle the complaint without an Investigation. The Ombudsman sought and gained the Association’s agreement to, within 1 week, apologise to Mr X for failing to inform him of the right to escalate his complaint to stage 2 and to consider and respond to Mr X’s complaint in line with the Association’s complaints procedure.
