Report Date


Case Against



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

Case Reference Number



Early resolution

Mr X complained that the Association had failed to start or complete any of the work to his property, as outlined in their complaint response to him dated 18 December 2020.

In considering the complaint, the Ombudsman was concerned about the delays that Mr X had experienced, that the Association had not adhered to the timelines it set in their response letter and that he had been inconvenienced by the Associations actions.

The Association agreed to undertake the following in settlement of Mr X’s complaint:
• Provide Mr X with an apology for the delay in responding to his complaint.
• Provide Mr X with an explanation for the delay.
• Provide Mr X with a Stage 2 complaint response which should address the substantive issues raised in his complaint.

The association agreed to carry out the above actions within 4 weeks of the date of this letter, by 21 June 2021.