Miss X complained that the Association had not carried out urgent repairs required in her home, and that it had not responded sufficiently to her complaint.
The Ombudsman was concerned about the delays in carrying out the repairs required, the delays in keeping Miss X informed of the status of the repairs and that she had been inconvenienced by the Association’s actions. He decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to:
• Provide Miss X with an apology for the delay in carrying out the issues raised in her complaint
• Provide Miss X with a further complaint response, outlining the actions proposed to further address the substantive issues of her complaint, which would include any actions that have already been addressed.
The Association agreed to carry out the actions within 2 weeks.