Miss A complained that the Housing Association had not completed investigation and repair work required to resolve noise issues, including accessing neighbouring properties to test the hot water system.
The Ombudsman’s assessment found that the Housing Association had not fully responded to Miss A’s complaint. The Ombudsman sought and gained the Housing Association’s agreement to the following actions as an alternative to a formal investigation:
• Access neighbouring properties and test the hot water system.
• Provide a formal complaint response to include the outcome of the tests and confirmation of any action required with timescales for completion.
The Housing Association agreed to take this action within four weeks.