Mrs X complained that Cardiff Community Housing Association had damaged her wall.
The Ombudsman found that, although the Association had issued a response to Mrs X, it was not a formal complaint response, and it was not issued in line with its complaints procedure. She said this caused uncertainty and frustration for Mrs X. The Ombudsman decided to settle the complaint without an Investigation.
The Ombudsman sought and gained the Association’s agreement to, within 3 weeks, apologise for failing to deal with Mrs X’s complaint in line with its complaints procedure, issue a stage 2 complaint response and offer £100 redress for failing to issue a formal complain response, the communication breakdown and for her time and trouble.