Report Date


Case Against



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

Case Reference Number



Early resolution

Miss X complained that the Association had failed to complete work in her property and would not communicate effectively with her.
In considering the complaint, the Ombudsman was concerned that Miss X was restricted from contacting the Association by telephone and that written correspondence from the Association was not always clear or in large print. As an alternative to an investigation, he asked the Association to complete the following in settlement of Miss X’s complaint:
By 31 March 2022,
a) Apologise to Miss X for the poor communication
b) Provide Miss X with a detailed complaint response which addresses the outstanding repairs and communication concerns