Mr E complained that Pobl had not responded to a complaint he raised in February 2024, concerning a faulty patio door that had fallen off its hinges.
The Ombudsman found there had been a delay in investigating the complaint and responding due to an internal assignment error. She found this caused additional frustration and uncertainty to Mr E. She decided to settle the complaint without an investigation.
The Ombudsman agreed with the Association that it will write to Mr E, within one week, to acknowledge and explain its error. To pay Mr E £25 for his time and trouble. The Association also confirmed to attend and repair the door within one week.