PSOW Individual Decisions

Miss B complained that Bron Afon Community Housing Ltd had failed to address her concerns regarding the damp in her property and the repairs needed. The Ombudsman found that the Housing Association had not addressed Miss B’s concerns through the complaints procedure despite her making numerous calls to the Housing Association. The Ombudsman decided to settle the complaint without an investigation. The Ombudsman sought and gained the Housing Association’s agreement to apologise to Miss B for not addressing her concerns via the complaints procedure and provide a complaint response within 5 weeks. The Housing Association also agreed to ensure that all repairs are completed by the agreed date and offer £75 financial redress in recognition of the time and trouble taken by Miss B to approach the Ombudsman.

Ms A complained that she had numerous issues with her leasehold property, including damp and mould. She said she had first become aware of this matter in 2019. She was dissatisfied with how Bron Afon Community Housing Ltd (“the Housing Association”) had handled her complaint and its response to the various concerns she had raised. The Ombudsman was concerned that despite the Housing Association upholding complaints regarding this matter in December 2022 and January 2024, the main issue of damp and mould appeared to remain unresolved. Instead of investigating the complaint, the Ombudsman sought and gained the Housing Assocation’s agreement to apologise to Ms A for the way this matter had been handled and the delay in resolving her concerns around damp and mould. The Housing Association also agreed to consider appropriate financial redress for demonstrable loss to Ms A due to the unresolved damp and mould. Finally, it agreed to undertake a comprehensive set of works which should rectify the issues of concern.

Mr C complained on behalf of his partner, Ms W, that Bron Afon Community Housing Ltd had issued a Trespass Notice against him, preventing him from accessing Ms W’s property, without consideration of the support he provided to her. Mr C also complained that a neighbour of Ms W was in breach of their tenancy agreement and that Mr C’s/Ms W’s concerns about this had not been addressed. Mr C also complained that concerns Ms W had raised about her Housing Officer had not been investigated appropriately. The Ombudsman found that the Stage 2 complaint response Mr C had received did not address his concerns about the Trespass Notice or the neighbour breaching their tenancy agreement. It was also found that the latest complaint that Ms W had submitted, which included concerns about the Housing Officer, had not been received. The Housing Association agreed to, within 20 working days, issue Mr C a further Stage 2 complaint response addressing his concerns about the Trespass Notice and the neighbour. It also agreed to undertake an investigation into the latest complaint made, and why the website submission had not been received. It agreed to provide Mr C with the outcome of this investigation. The Ombudsman considered these actions were reasonable to resolve this complaint and it was closed on that basis.

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.

Mr S complained that Bron Afon Community Housing Ltd denied him a fence request to keep his XL Bully dog within the proximity of his garden. He said this was for the safety of his dog, and to comply with new dog ownership regulations. The Ombudsman found that although the Association responded to Mr S in line with its complaint’s procedure, Mr S was not provided with valuable information of his options to submit a ‘home improvement’ application. She said this caused confusion to Mr S. She decided to settle the complaint without an investigation. As an alternative to an investigation, the Ombudsman sought and gained the Associations agreement to provide a further response to Mr S, explaining his options and how to submit a ‘home improvement’ application. It agreed to action this within 30 working days.

Miss H complained that on agreeing to a mutual exchange property with the Association, she felt that the standard was poor and the property she swapped for did not meet the standards she expected, and that the Association failed to complete a thorough inspection on the property she accepted. The Ombudsman was concerned that Miss H was having issues with the standard of her property standards and contacted the Association. As an alternative to an investigation, the Association agreed that it would, by 11 November 2022 write to Miss H and advise her of the works that will be conducted, along with a timeframe for the works to be completed.  It also agreed that it would renew the flooring of the downstairs bathroom and WC and fix the leak in the toilet by the same date.

Mr X complained about outstanding repair works at his home, and an issue where the Association did not provide him with an agreed redress payment. The Ombudsman decided that the Association should (by 24 August) provide Mr X with a timeline for completion of the outstanding repair works. It should also issue payment of the previously agreed redress payment. The Ombudsman considered this to be an appropriate resolution to the complaint instead of conducting an investigation.

Mr A complained that Bron Afon Community Housing Ltd (“the Association”) refused to replace the flooring in his extension. He also complained that his complaint about outstanding repairs, first made in December 2019, had not been progressed from Stage 1 of the Association’s complaints policy. The Ombudsman may not be able to determine who is liable to replace the flooring. The evidence suggested there was a delay in escalating the Stage 1 complaint. The Ombudsman decided to settle the complaint. He sought the Association’s agreement to complete a Stage 2 investigation of the flooring issue and complaints previously considered at Stage 1.

Ms X complained that Bron Afon Community Housing (“the Housing Association”) failed to carry out repairs to her home. She stated that she had experienced problems for a number of years. The Ombudsman noted Ms X’s concerns and asked the Housing Association to carry out action in resolution of the complaint. The Housing Association agreed to carry out the following: · To undertake a home visit in June 2021 to inspect the repairs required to the property. · Carryout repairs to the fascia boards and guttering including any repairs required to ensure there is no water penetration through the existing roof. · To prioritise Ms X’s property within its programme of roof renewal for the properties in the area, to commence in April 2022. · Offer financial redress in the sum of£125 in recognition of the time and trouble spent pursuing the complaint. · Issue an apology letter in respect of the handling of the case.

Mr X complained that the Housing Association had not replaced a carpet which had been damaged by a water leak at his property. Instead it had agreed to a give a financial payment which Mr X said was not sufficient to enable him to replace the carpet. The Ombudsman’s office discussed the matter with the Housing Association. The Housing Association contacted Mr X directly and agreed to replace the damaged carpet.