Ms A complained that she had numerous issues with her leasehold property, including damp and mould. She said she had first become aware of this matter in 2019. She was dissatisfied with how Bron Afon Community Housing Ltd (“the Housing Association”) had handled her complaint and its response to the various concerns she had raised.
The Ombudsman was concerned that despite the Housing Association upholding complaints regarding this matter in December 2022 and January 2024, the main issue of damp and mould appeared to remain unresolved.
Instead of investigating the complaint, the Ombudsman sought and gained the Housing Assocation’s agreement to apologise to Ms A for the way this matter had been handled and the delay in resolving her concerns around damp and mould. The Housing Association also agreed to consider appropriate financial redress for demonstrable loss to Ms A due to the unresolved damp and mould. Finally, it agreed to undertake a comprehensive set of works which should rectify the issues of concern.