Ms C complained on behalf of Mr A, that Hedyn had not repaired a leak in the roof of Mr A’s property for two years, causing problems with mould and damp.
The Ombudsman found that the Housing Association had closed Ms C’s complaint as ‘resolved’ despite no action being taken. Three inspections noted that repairs to the roof were required, but no repairs were carried out until the Ombudsman contacted the Housing Association. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to write to Ms C and Mr A within one month to apologise for the delayed repairs and poor complaint handling, and pay Mr A £600 in recognition of the damage and inconvenience he had experienced. The Housing Association also agreed to remedy the internal mould and damp and review its handling of the case within three months.