Mrs A complained about Pobl’s response when she had repeatedly raised issues about her heating not working properly over the past year. She said that Pobl had previously agreed to replace some of the heaters that were not working but had not done so. She had made a formal complaint to Pobl but had not received a response.
Pobl said that it was currently awaiting a quote to replace the heaters. It acknowledged Mrs A’s formal complaint had been received in June 2024, but had not been replied to. It therefore agreed, within 2 weeks, to provide a formal response to Mrs A’s complaint, including an explanation for the delay and any apology/redress it considered may be due.