Mr X complained that United Welsh HousingAssociation had failed to resolve maintenance issues in his ex-partner’s property.
The Ombudsman found that although the Association had responded to Mr X’s complaint, it had failed to fully respond to all of Mr X’s concerns. The Ombudsman said this caused confusion and inconvenience for Mr X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to provide Mr X with a written apology and an explanation as to how the complaint had been overlooked and to provide Mr X with a stage 2 complaint response within 3 weeks.