PSOW Individual Decisions

Ms A complained that Merthyr Tydfil Housing Association Ltd had failed to address overgrown brambles and knotweed in a neighbouring garden, which was owned by the Housing Association. The Ombudsman found that although the Housing Association had cut back the perimeter hedge that runs along the boundary between both properties, brambles and knotweed remained an issue. Although one treatment for knotweed was undertaken in 2024, the follow-up treatment had not been carried out. This had resulted in damage to the fence between the properties. Ms A had been inconvenienced by the organisation’s failure to address issues in the neighbouring garden, which had has caused frustration. The Ombudsman decided to settle the complaint without an investigation. The Housing Association agreed to, within four weeks, undertake a site visit to inspect the garden and boundary fence, identify a list of outstanding issues and provide Ms A with a schedule of any works to be undertaken. It also agreed to provide Ms A with written apology for the delays in addressing her concerns

Ms T complained that Merthyr Tydfil Housing Association failed to respond to a complaint she raised in March 2025,concerning flies. The Ombudsman found that the Association failed to conclude its Stage 1 investigation within a reasonable time frame and did not escalate to Stage 2. This caused additional frustration and uncertainty for Ms T. The Ombudsman decided to settle the complaint without an investigation. The Ombudsman sought and gained the Association’s agreement to immediately escalate the complaint to Stage 2 and respond to Ms T within 4 weeks.

Miss X complained that repair work to various issues in her home had been ongoing and unfinished since 2019,and that when repairs were carried out, they were not sufficient and the problems re-occurred and she felt that they were just temporary fixes. In considering the complaint, I was concerned about the delays in responses and action from the Association, and that Miss X and her family were inconvenienced over a long period of time by the lack of action by the Association. The Association has agreed to undertake the following in settlement of the complaint: · Provide Miss X with an apology for the delay in addressing the issues raised in her complaint · Provide Miss X with an explanation for the delay · Provide Miss X with a further complaint response, which would include a guarantee to complete the work to be carried out to the bathroom and the other issues listed in its response to Miss X dated 26 January 2021, within 4 weeks of the date of this letter, by 4 May2021 12 April 2021