Ms A complained that Trivallis (“the Housing Association”) had failed to resolve outstanding bathroom repairs. These included a leaking toilet, damp and mould, the shower not working and taps not turning off. The Housing Association upheld Ms A’s complaint in July 2024, but matters remained unresolved.
The Ombudsman found that although the Housing Association had recently undertaken some repair works, there had been a significant delay in undertaking the repairs, and the issues with damp and mould had not been resolved. The Housing Association had not provided Ms A with regular or meaningful updates in relation to a planned bathroom replacement. Ms A had been inconvenienced by the organisation’s actions and the delay in carrying out repairs, which had caused her frustration. The Ombudsman decided to settle the complaint without an investigation.
The Housing Association agreed to, within four weeks, provide Ms A with a written apology for the delay in completing the bathroom repairs, supply Ms A with a schedule of works to address the damp and mould issues, and offer her a financial redress payment of £125 in recognition of the inconvenience caused, and the time and trouble she experienced in pursuing her complaint. It further agreed to, within eight weeks, provide Ms A with an update on the planned bathroom replacement works.