Miss A complained that Newport City Homes had failed to undertake repairs and address damp and mould issues, which she had first reported in July 2024. Miss A further complained that she had experienced difficulties in contacting the Housing Association.
The Ombudsman found that although the Housing Association had undertaken some repairs to the bathroom and the living room ceiling, these were not completed. Miss A had been left without electricity for 4 days. She had experienced difficulties communicating with the Housing Association. Miss A was given conflicting information about whether works had been completed, whether the remaining works were her responsibility, and she had not received a response to her complaint. Miss A was inconvenienced by the Housing Association’s actions and the failure to complete works in a timely manner. This caused frustration for Miss A and affected her, and her daughter’s health. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to, within 4 weeks, meet with Miss A to inspect the property, identify a list of outstanding issues and provide a schedule and timeline of the planned works. It further agreed to provide Miss A with a written apology for the delays in carrying out repairs and a response to her complaint, also within 4 weeks.