Mrs A complained about a recurring drainage issue which caused her toilet to become blocked. She said that repair works had been carried out, which included fitting a blanking plate to manhole F12b, but this had failed to resolve the issue.
The Ombudsman decided that the repair works which had been carried out had not fully addressed the issues which Mrs A experienced. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained Ateb Group Ltd.’s agreement that within 4 weeks it would:
1. Contact Mrs A to discuss the further works as recommended in the Deflo Job Service Report dated 4 February 2025.
2. Following the discussion, provide Mrs A with a schedule and timeline of the planned works, so she is aware of the works being undertaken and when the required works will be complete.
3. Offer Mrs A an ex-gratia payment of £1,250.