Summary
Mr C complained that the housing association did not respond reasonably to the complaints of smoke that he brought to their attention.
We found that the association responded reasonably and in line with the requirements of their Repairs Policy and Complaints Procedure. We also felt that the association were particularly supportive of Mr C's requests for appointments at a time that suited him.
However, we made a recommendation as we considered that the association could be clearer about whose responsibility it is to report concerns about a gas appliance.
Recommendations
We recommended that the association: review their repairs policy and consider whether further detail is required regarding the reporting of concerns about gas appliances.
Related reading
View Decision Report 201602110 as a PDF (11.88 KB) Updated: March 13, 2018