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

Mr A complained that Hafod Housing Association (“Hafod”) had failed to communicate with him about a water ingress through his balcony and had failed to resolve the issue.
The Ombudsman found that Mr A had first reported the issue over 12 months prior to Mr A submitting his complaint to his office, but the issue had not been resolved. He also found that Hafod had arranged a full survey of the building, and that it would be undertaking remedial works once in receipt of the surveyor’s report. Further, Hafod had contacted Mr A to apologise for the lack of communication and the delay in remedying the issue.
In respect of the damage caused to Mr A’s property and in recognition of the poor communication and delay in undertaking the repairs, the Ombudsman sought and gained Hafod’s agreement to undertake the following:
Upon completion of the repair works to resolve the water ingress at Mr A’s property – Provide him with a decorating pack or arrange for a contractor to undertake the redecoration works, dependent on Mr A’s preference.
Within 10 working days – Make a financial redress payment of £200 (the equivalent of his annual maintenance charge) to Mr A in recognition of the poor communication and delay in undertaking the repairs.