Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) : Hafod Housing Association Report Date 25/10/2024 Case Against Hafod Housing Association Subject Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) Case Reference Number 202404251 Outcome Early resolution Ms K complained about how Hafod Housing Association dealt with a leak in her bathroom. Specifically, Ms K said she received an email from the Housing Association stating that the leak was caused because the bathroom floor had not been sealed. She was later told that the actual cause was failed seals on the shower enclosure door and a dip in the bathroom floor level.
Whilst the Ombudsman was satisfied that the Housing Association had taken appropriate action to investigate and repair the issues caused by the faulty shower doors and floor, she was concerned about how the Housing Association communicated its findings and the remedial work required to Ms K. This caused Ms K distress and frustration.
In the interest of settling the complaint, the Housing Association agreed to carry out a number of actions within 20 calendar days, including issuing an explanation and apology to Ms K about the incorrect information provided and the delay in recognising an issue with the bathroom floor, and offer her a payment of £200 in recognition of the stress and inconvenience caused.