Report Date


Case Against

Cardiff Community Housing Association


Repairs and maintenance (inc dampness/improvements and alterations eg central heating. double glazing)

Case Reference Number



Early resolution

Ms E complained that Cardiff Community Housing Association failed to locate and resolve a water leak which caused damp and mould.

The Ombudsman found that Ms E formally complained to the Association. The Association upheld the complaint but failed to formally address all issues raised. She found this caused additional frustration and uncertainty to Ms E. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Association’s agreement to write to Ms E, within 2 weeks, to apologise for its omission and provide a full respond to the outstanding issues. To set out the actions, and timeframe, it will take to resolve her concerns.