Report Date


Case Against

Monmouthshire Housing Association


Estate management and environment/common areas/hedges and fences etc

Case Reference Number



Early resolution

Mr X complained that he was being charged by the Association for cleaning services that he was not regularly receiving. In considering the complaint the Ombudsman was concerned that Mr X had not been properly advised of the Association’s complaints process and was subsequently inconvenienced by the Association’s actions.

Asa result of the identified concerns and in settlement of Mr X’s complaint the Association has agreed, by 18 October 2021, to

a) Provide Mr X with an apology for the misinformation regarding the complaint’s procedure;

b) Provide Mr X with a stage two complaint response;

c) Provide Mr X with £50 for the time and trouble he spent raising concerns.