Ms X complained that Tai Calon Community Housing failed to repair the subsiding steps outside her property.
The Ombudsman found that Ms X had complained to the Association, however, it had not received a copy of her complaint due a technical issue with its online complaint form and it was unable to recover the details. She said this caused uncertainty and frustration for Ms X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to, within 1 week, offer an apology and explanation of the technical issue that led to the complaint not being received and, within 3 weeks, issue its complaint response.