Mr A complained about the action taken by Valleys To Coast Housing (“the Housing Association”) to address his concerns about the heating system in his property. Mr A said that this had led to the household being in fuel poverty.
The Ombudsman found that, whilst the Housing Association had taken some action to address Mr A’s concerns, it had not resolved the complaint or provided Mr A with a full response in a timely manner.
The Ombudsman sought and gained the Housing Association’s agreement to, within 4 weeks, provide Mr A with a formal response to his complaint, including a summary of the actions taken to date and planned actions with timescales for completion. It also agreed to provide him with information about available support for fuel poverty and how he can access it.
