Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) : Grwp Cynefin Report Date 24/01/2025 Case Against Grwp Cynefin Subject Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) Case Reference Number 202405489 Outcome Early resolution Mrs X complained about the way Grwp Cynefin (“the Association”) had responded to reports of standing water in her garden. She said that as the Association had not carried out work to make the garden safe, she had done so herself at significant financial cost.
The Ombudsman found that the Association had not responded promptly to the report made by Mrs X, and that when an officer from the Association did visit her home she was given incorrect information. The Ombudsman was also concerned that the Association had not fully considered the needs of Mrs X and her children in addressing this matter.
The Ombudsman sought and gained the Association’s agreement to apologise to Mrs X for the delay in responding to her and for providing her with incorrect information and to offer her a payment of £250. The Association also agreed to contact Mrs X and offer to conduct an assessment of her and her children’s needs and make any necessary referrals arising from that assessment. The Association also agreed that when the outcome of those assessments are known, it would re-consider making a reasonable contribution to the costs incurred by Mrs X in carrying out work to her garden.