Report Date

04/19/2024

Case Against

Pobl

Subject

Damp and mould

Case Reference Number

202400091

Outcome

Early resolution

Ms X complained that Pobl had failed to deal with her complaints about damp and mould in her property or to update her.

The Ombudsman found that there had been a delay in Pobl dealing with Ms X’s complaint and it had not updated her, although after the Ombudsman approached Pobl, it planned to visit Ms X’s property to discuss her concerns. Despite this, the Ombudsman said that the delays had caused frustration for Ms X and decided to settle the complaint without an investigation.

The Ombudsman sought and gained Pobl’s agreement to apologise to Ms X for the delay in responding to her complaint and failing to update her, offer a £50 redress payment and to issue a Stage 2 complaint response within 4 weeks.