Report Date


Case Against

Hafod Housing Association


Repairs and maintenance (inc improvements and alterations eg. central heating / double glazing)

Case Reference Number



Early resolution

Ms D complained that Hafod Housing Association failed to address various issues in her home, which included water leaks and a damaged fence. She also complained that the Association failed to respond to the complaints raised about the issues.

The Ombudsman found that the Association had been poor in its communication with Ms D. She felt this caused additional frustration and uncertainty. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Associations agreement to write to Ms D, within 2 weeks, to apologise for the lack of communication and its delays. It should also include an explanation for the delays, the actions it is taking to resolve the outstanding issues and financial redress of £150.