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Case ref:201804021
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Date:February 2019
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Body:Sanctuary (Scotland) Housing Association Ltd
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Sector:Housing Associations
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Outcome:Upheld, recommendations
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Subject:repairs and maintenance
Summary
Ms C complained about the time taken to remedy problems with her heating system. Ms C had experienced a number of problems with her heating system over a period of several months.
We found that some issues, while related to the heating system, were new and distinct from earlier problems and that a number of issues were responded to promptly. However, we also found occasions where engineers failed to attend and repairs took too long. On balance, we upheld Ms C's complaint.
Recommendations
What we said should change to put things right in future:
- The association should consider if there is anything further they can do, or put in place, to minimise the risk of these problems recurring.
We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.