Report Date


Case Against

Monmouthshire Housing Association


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

Case Reference Number



Early resolution

Mr X’s main complaint was that the Monmouthshire Housing Association (“the Housing Association”) delayed in identifying and remedying a wood worm infestation at his property.

The Ombudsman found that the problem had been ongoing for over 18 months for several reasons beyond Mr X’s control. The Ombudsman also found evidence to suggest that the problem could potentially have been avoided and that a post work completion survey had not been carried out before Mr X and his family moved into the property. Although, the Housing Association had already apologised and offered Mr X a goodwill gesture payment, the Ombudsman did not consider that the offer was in line with his levels of financial redress. He decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Housing Association’s agreement to pay Mr X redress of £400 within 1 month.