Overview
The complainants (Mr and Mrs C) were unhappy with how Dumfries and Galloway Housing Partnership (DGHP) had dealt with water ingress to their home.
Specific complaints and conclusions
The complaints which have been investigated are:
- (a) failure by DGHP to ensure that Mr and Mrs C's home was wind and watertight, and failure to deal with repairs and redecoration appropriately (not upheld); and
- (b) poor communication within and from DGHP, including handling of eviction proceedings and complaint handling (not upheld).
Redress and recommendations
The Ombudsman recommends that DGHP:
- (i) review their decision on whether or not to waive the three months rent (see paragraph 27); and
- (ii) inform her of the outcomes of the possible solutions identified to communication problems i.e. how the problems have been resolved (see paragraph 18).
Since the recommendations were drafted, DGHP offered Mr and Mrs C £398 for redecoration costs. In addition, they have provided information to demonstrate that the problems identified in paragraph 18 have been resolved.