Mrs X complained that United Welsh Housing Association (“the Association”) failed to undertake repairs to her unsafe garden for 3 years. She also complained about incorrect information provided to her regarding the existence of a disclaimer and a disagreement over responsibility for the garden repairs. Finally, Mrs X complained about a missed opportunity to move home due to the health and safety issues with her garden.
The Ombudsman decided that the Council should provide Mrs X with a further written response (within 3 weeks), to offer an apology and an explanation for the delay in undertaking remedial works. The Council will also offer a revised redress payment of £250 the that delay. It will also offer assistance to Mrs X with any future Homeswapper Mutual Exchanges to include expediting the property inspection.
The Ombudsman considered this to be an appropriate resolution to the complaint instead of conducting an investigation.