Report Date


Case Against

Newport City Homes


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

Case Reference Number



Early resolution

Mrs D complained to the Ombudsman that Newport City Homes had not resolved several maintenance issues in respect of her property, leaving her house in a state of disrepair.

The Ombudsman found that following Mrs D raising her complaint with the Body, which was escalated to Stage 2 in June 2022, the Body did not provide a written response until November 2022. The Body upheld the complaint, apologised for the service and listed each maintenance issue individually so that each could be resolved. The repairs have not been completed.

The Ombudsman sought and gained the Body’s agreement to offer Mrs D a financial redress of £400 in recognition of the delay in completing her repairs and for her time and trouble in pursuing a complaint, complete an electrical rewiring of the property as a priority, ensure the heating system fitted in December 2022 is free of leaks, complete all outstanding works as identified in Body’s complaint response of 16 November 2022 and liaise with Mrs D to resolve concerns in respect of further damage from works already undertaken, within 30 working days commencing from the date of Mrs D’s agreement for the works to be completed.