The Ombudsman found that whilst the Association had communicated with Ms E, its communications were not clear, and it had not appropriately managed her expectations in respect of the substantive issues raised . This caused additional frustration and uncertainty to Ms E. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and agreed with the Association to provide a written apology, within 2 weeks, for the quality of its responses and an offer of £50 for time and trouble.