Report Date


Case Against

Merthyr Tydfil Housing Association Ltd


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

Case Reference Number



Early resolution

Miss X complained that repair work to various issues in her home had been ongoing and unfinished since 2019,and that when repairs were carried out, they were not sufficient and the problems re-occurred and she felt that they were just temporary fixes.

In considering the complaint, I was concerned about the delays in responses and action from the Association, and that Miss X and her family were inconvenienced over a long period of time by the lack of action by the Association.

The Association has agreed to undertake the following in settlement of the complaint:

· Provide Miss X with an apology for the delay in addressing the issues raised in her complaint

· Provide Miss X with an explanation for the delay

· Provide Miss X with a further complaint response, which would include a guarantee to complete the work to be carried out to the bathroom and the other issues listed in its response to Miss X dated 26 January 2021, within 4 weeks of the date of this letter, by 4 May2021

12 April 2021