Mr A complained that Melin Homes Ltd failed to carry out repairs to his property, and failed to respond to or acknowledge his complaint.
The Ombudsman established that the Housing Association intended to complete the repairs. On completion, Mr A said that he was seeking reimbursement for costs incurred. The Ombudsman recognised that the matter had not been considered under the Housing Association’s formal complaint process. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to contact Mr A to set out the scope of his complaint, and investigate and respond to his concerns under its complaint procedure within 8 weeks.
