Miss X complained that her front garden was in disrepair, and she had not received updates or a response from Trivallis Housing Association. The Ombudsman found that the Association had incorrectly closed the complaint and failed to update Miss X, despite her repeated attempts to follow up with the Association. She said this caused uncertainty and frustration for Miss X. The Ombudsman decided to settle the complaint without investigation. The Ombudsman sought and gained the Association’s agreement to, within 4 weeks, apologise to Miss E, explain the reasons for the lack of communication and the failure to provide a complaint response, offer to pay her a £250 redress payment and issue a stage 2 complaint response
