Repairs and maintenance (inc improvements and alterations eg. central heating / double glazing) : Hafod Housing Association Report Date 07/06/2024 Case Against Hafod Housing Association Subject Repairs and maintenance (inc improvements and alterations eg. central heating / double glazing) Case Reference Number 202400537 Outcome Early resolution Ms Q complained that Hafod Housing Association had failed to deal with a repair to resolve an issue of water ingress leaking through ceiling air vents.
The Ombudsman found that whilst the Association had attended Ms Q’s property to carry out works, there had been miscommunication between Ms Q and the contractor concerning the works that were required. Additionally, no appointment was made with Ms Q prior to the attendance of the contractors. This caused additional frustration and confusion for Ms Q. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to carry out an inspection within 2 weeks, with the works to be completed within the following 4 weeks. Additionally, appointments are to be made prior to attendance with confirmation letters and those attending to carry identification.