Ms A complained, on behalf of her mother, Mrs B, that Valleys to Coast Housing (“the Housing Association”) failed to take appropriate action to deal with a leaking roof at Mrs B’s home. Ms A was unhappy with the remedial patching works undertaken and said that the roof needed to be replaced in its entirety. Ms A was unhappy with the Housing Association’s response to her complaints.
The Ombudsman contacted the Housing Association as he was concerned that although minor repair works to the roof and internal decoration had been undertaken, these had failed to adequately address the issue and the roof was continuing to leak and causing further damage. The actions taken by the Housing Association to address the concerns had not been explained to Ms A or Mrs B and no update had been provided to Mrs B about the status of the repairs works.
The Ombudsman sought and gained the Housing Association’s agreement to undertake the replacement of the roof and rainwater goods (including soffits, fascia and guttering) at the property. It agreed that the property would be treated as a priority in recognition of the ongoing issues experienced by Mrs B. The Housing Association agreed to, within 20 working days, provide Mrs B with a letter confirming the agreement to replace the roof and rainwater goods and a letter detailing the actions it had taken to address the concerns raised by, and on behalf of, Mrs B.
The Ombudsman considered this to represent an appropriate resolution to the complaint.