Upheld in whole or in part
United Welsh Housing Association
Ms L complained that United Welsh Housing Association had failed to respond to concerns she made in March 2022 regarding a drainage issue in her property.
The Ombudsman concluded that the Association failed to actin accordance with its statutory complaints procedure and said that this caused frustration to Ms L.
As an alternative to an investigation, the Ombudsman sought and gained the Association’s agreement to apologise to Ms L and offer her a financial payment of £50. The Association also agreed, within 30 working days, to provide Ms L with a formal complaint response which includes an update on the investigation into the drainage issue.