Overview
The complainant (Mrs C) raised a number of concerns regarding her new tenancy, in relation to the internal and external condition of the home and garden. She also said that the central heating system (the System) in place on taking tenancy was not fit for purpose and the new central heating system (the Replacement System) installed by Aberdeenshire Council (the Council) was inadequate. Finally, she complained about the Council's failure to connect a mains water supply to her home.
Specific complaints and conclusions
The complaints which have been investigated are:
- (a) the failure of the Council to repair or modernise the house and garden, prior to and since taking up tenancy, and to make the house wind and watertight (upheld);
- (b) the System in place when Mrs C took up tenancy was not fit for the purpose intended and the Replacement System was inadequate (upheld); and
- (c) the failure of the Council to connect a mains water supply to the home (upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) meet with Mrs C to identify and agree the repairs still required to the house, taking account of the issues identified in paragraphs 13 and 16, together with any other outstanding repairs, and their decision to upgrade all Cruden homes as reported in paragraph 38;
- (ii) provide him with an action plan detailing timescales to complete the outstanding works;
- (iii) reconsider Mrs C's claim for compensation for damage caused to her property from the flood;
- (iv) take action to insulate and draught proof Mrs C's property adequately;
- (v) re-assess the effectiveness of the Replacement System in relation to Mrs C's property, following action to insulate and draught proof Mrs C's home; and
- (vi) provide a full formal apology for the delay in connecting Mrs C to a mains water supply and for the failings identified in this report.
The Council have accepted the recommendations and will act on them accordingly.