Ms X raised a formal complaint concerning damp and mould to Charter Housing Association (Part of the Pobl Group) in November 2023. She complained that she has not received its response.
The Ombudsman found that the Association is still actively investigating her concerns and awaiting information but failed to update Ms X. This caused additional frustration for Ms X.
The Ombudsman decided to settle the complaint without and investigation. She sought and gained the Associations agreement to write to Ms X, within 2 weeks, apologising for failing to update her and to provide her with an explanation of the current position.