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 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.