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

Report date

11/03/2022

Subject

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

Outcome

Early resolution

Case ref number

202107953

Report type

Early resolution

Relevant body

Hafod Housing Association

Mr X complained that he and his wife, who are both severely disabled, were left with no heating or hot water for several days due to a broken boiler.
The Ombudsman noted that the Association had difficulty in procuring a part for the boiler and that it had offered Mr X alternative heating at the time. He decided that the Association should provide Mr X with a further written response (within 4 weeks) which should include a fulsome apology for the inconvenience. It should also offer Mr X a financial redress payment of £125.00 for the inconvenience, time, and trouble in pursuing this matter with the Ombudsman.
In addition to the above, the Association should also complete its review of its repairs and breakdown procedure. This should be completed within the next 2 months.
The Ombudsman considered this to be an appropriate resolution to the complaint instead of conducting an investigation.

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