Ms F complained that Bron Afon Community Housing Ltd failed to resolve various leaks in her home, and failed to respond to her complaint.
The Ombudsman found that Association failed to escalate Ms F’s complaint to Stage 2 following various emails outlining her dissatisfaction with the Stage 1 response. This caused additional frustration and inconvenience for Ms F. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to write to Ms F to apologise for its oversight and delay in escalating her complaint to Stage 2. It should also escalate her complaint to Stage 2, and offer £50 financial redress for the time and trouble in having to approach the Ombudsman.