Mrs C complained that Hafod Housing Association failed to complete outstanding repairs and adaptations to her property, and that she had to repeatedly report the problems with her patio, doors, kitchen and toilets. Mrs C said that the situation severely affected her mental health.
The Ombudsman decided that although delayed, the Housing Association had completed some of the works. One outstanding issue was a repair to the property’s outside tap. Mrs C said that she needed to be able to use the tap to keep the garden safe for her to use. The Housing Association said it was not responsible for the repair, but it was unable to provide documents to evidence this. In recognition of this failure, the Housing Association completed the tap repair. It also confirmed that it was in the process of identifying a contractor to replace the greywater system, and because Mrs C remained concerned about the condition of the property’s patio, doors, and kitchen, it had arranged to complete a full property stock condition survey. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to apologise to Mrs C that she has had to contact the Ombudsman, complete the stock condition survey and confirm in writing the outcome and timeframes of any works or repairs identified, and to provide an update on the greywater system, within 3 weeks.