PSOW Individual Decisions

Miss B complained about the delay in Tai Tarian responding to her reports of a leaking boiler and other issues within the property. Miss B also complained about the delay in receiving a response to her complaint. The Ombudsman found that the Association had failed to log Miss B;s concerns as a complaint. She said that this caused frustration and uncertainty to Miss B. She decided to settle the complaint without an investigation. The Ombudsman sought and gained the Association’s agreement to make the necessary arrangements to attend the property to asses the issues reported, within 2 working days. Within 2 weeks, write to Miss B with an apology for the delay in responding to her concerns, finalise a list of outstanding repairs and when the repairs will be undertaken, and issue a Stage 1 complaint response.

Ms A complained that Tai Tarian had failed to undertake agreed repairs and improvements at her home. Ms A said that the garden was uneven and dangerous, the fence boundary was only partially completed and driveway works were delayed. The Ombudsman found that the Housing Association had investigated Ms A’s complaint and agreed to undertake works in May 2025. Although some works had been undertaken there had been a delay. Ms A was dissatisfied with the works that had been carried out and raised further concerns. Ms A had been inconvenienced by the Housing Association’s failure to adequately address matters, which had has caused her stress, anxiety and frustration. The Ombudsman decided to settle the complaint without an investigation. The Housing Association agreed to, within 4 weeks, undertake a site visit to inspect the gardens 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 a written apology for the delays in addressing her concerns and carrying out necessary works.

Miss J complained that Tai Tarian failed to povide a response to her complaint about its failure to undertake repairs to her property. The Ombudsman found that whilst the Association had logged Miss J’s concerns as service requests it had failed to log a complaint. She said that this caused frustration and uncertainty to Miss J. She decided to settle the complaint without an investigation. The Ombudsman sought and gained the Association’s agreement to write to Miss J with an apology for its failure to log a complaint and issue a complaint response within 2 weeks.

Ms A complained that Tai Tarian had failed to resolve the problem she was experiencing with water entering her property and had failed to respond formally to her complaint. The Ombudsman decided that despite some attempts to rectify the water issue, there had been a delay by the Association to respond formally to the complaint and this had caused inconvenience and frustration for Ms A. The Ombudsman decided to settle the complaint without an investigation. The Ombudsman was informed that the Association was due to undertake a house survey and therefore she sought and gained the Association’s agreement to provide Ms A with a complaint response which includes an explanation of what work has taken place and a schedule of future works to be undertaken, within 4 weeks of the completion of the survey.

Mrs X complained about the way in which Tai Tarian (“the Association”) had dealt with problems with the sewers. drains at her home, along with various other internal and external repairs. The Ombudsman found that the Association had sought to undertake repairs and had also liaised extensively with other private organisations who had jurisdictional responsibilities in respect of the sewers/drains complained about. The Ombudsman concluded that the Association could undertake a fresh inspection of Mrs X’s property, at a meeting with her, and agree a clear schedule of works to resolve the longstanding issues. Within a maximum of 45 working days, the Association agreed to arrange and hold a minuted meeting with Mrs X, after which an agreed schedule of works would be confirmed in writing to her. The Association also agreed to liaise with other stakeholders to seek to expedite works which were outside of its own remit. The Ombudsman considered this to represent an appropriate settlement.

Mr X complained about issues in relation to a boundary wall between his property and a neighbouring property that is owned by the Association. In considering the complaint, the Ombudsman was concerned that Mr X had been inconvenienced by the Association’s actions. The Association advised that they had previously dealt with Mr X’s complaint informally. The Association agreed to undertake the following in settlement of Mr X’s complaint: • Provide Mr X with a formal stage 1 complaint response. The Association agreed to undertake the above action within 4 weeks.