Mrs H complained that she has not received a satisfactory outcome from Newport City Homes following a complaint raised to it in February2023.
The Ombudsman found that the Association informed Mrs H of its outcome over the telephone but failed to issue a written response in line with its complaint process. This caused additional frustration to Mrs H.
The Ombudsman decided to settle the complaint without an investigation and sought the Association’s agreement to issue a written response detailing its complaint outcome within two weeks.