Repairs and maintenance (inc improvements and alterations eg. central heating / double glazing) : United Welsh Housing Association Report Date 23/07/2024 Case Against United Welsh Housing Association Subject Repairs and maintenance (inc improvements and alterations eg. central heating / double glazing) Case Reference Number 202401142 Outcome Early resolution Miss X complained that United Welsh Housing Association had failed to change her soffits and it had failed to respond to concerns she raised in July 2023.
The Ombudsman concluded that the Association had failed to escalate Miss X’s complaint in line with its complaints process. She said this caused frustration and uncertainty to Miss X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to, within 4 weeks, issue a stage 2 response to address the outstanding repairs to Miss X’s home. The response will provide a timeline of the planned work and when the required works will be completed. The Association also agreed to apologise to Miss X for the service failure and oversight in logging the complaint and offer a redress payment of £100 in recognition of the time and trouble taken by Miss X complaining to the Ombudsman.