PSOW Individual Decisions

Miss A complained that Cadwyn Housing Association failed to respond to her complaint about water ingress to a shared chimney stack. The Ombudsman found that the Association had not responded to Miss A’s complaint. She said this caused uncertainty and frustration to Miss A. The Ombudsman decided to settle the complaint without an investigation. The Ombudsman sought and gained the Association’s agreement to, within 3 weeks, offer Miss A an apology and explanation for the delay and to issue its response

The complainant complained that the Association failed to provide a safe home and that it failed to carry out required works in a timely manner. The Ombudsman was concerned that no timeline for the works was provided to the complainant and that the complainant had been inconvenienced by the Association’s actions. As an alternative to an investigation, the Ombudsman contacted the Association and it agreed to the following to contact the complainant by 12 October 2022 and propose a date in which it will allocate contractors to visit the property and action the repairs that are identified. The Ombudsman accepted this as a resolution to the complainant’s concerns.