Ms I complained that Linc Cymru Housing Association failed to take proactive action to resolve issues of repairs in her home, in particular water leaks.
The Ombudsman found that the Association failed to respond to a formal complaint raised by Ms I in January 2023 as it was overlooked. She decided that there had been poor communication and complaint handling which caused additional frustration to Ms I.
The Ombudsman decided to settle the matter without an investigation and sought and gained the Association’s agreement to write to Ms I within three weeks to apologise and explain the reasons for the delays. It also agreed to explain the actions it will take to resolve the issues raised and to offer a financial payment of £200 for time and trouble.