Report Date


Case Against



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

Case Reference Number



Early resolution

Mr L complained that repair works that have been ongoing for4 years had not yet been actioned. Mr L further complained that despite raising numerous concerns with Pobl, it failed to respond.

The Ombudsman concluded that the Association failed to carryout repairs in a timely manner and failed to keep Mr L updated. She said this caused Mr L frustration.

As an alternative to an investigation, the Ombudsman sought and gained the Associations agreement to provide an apology to Mr L for the delays and communication failure, provide him with an update and timeframe on the repair work, and issue a time and trouble payment of £100 within 30 working days.