Report Date


Case Against

Hafod Housing Association


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

Case Reference Number



Early resolution

Mrs X complained about ongoing issues in relation to the boiler at her property, that it was not working efficiently, that the Association had not addressed the issues and that it had not acknowledged her complaint.

The Ombudsman was concerned about the delays Mrs X had experienced and that she had been inconvenienced by the organisation’s actions. He decided to settle the complaint without an investigation.

The Ombudsman sought, and gained, the Association’s agreement to carry out the following actions by 11 January 2022:

• Record Mrs X’s complaint as a formal complaint.
• Provide Mrs X with an apology for the delay in responding to her complaint.
• Provide Mrs X with an explanation for the delay.
• Provide Mrs X with a complaint response, incorporating details of the work already carried out and any outstanding work required, if appropriate.