Complaints received relating to Bron Afon Housing Association Torfaen

The request was successful.

Dear Public Services Ombudsman for Wales (PSOW),

Under the Freedom of Information Act, please provide a formal response from the Public Services Ombudsman for Wales (PSOW) to the following questions: –

1. How many complaints have been submitted to you the PSOW relating to Bron Afon Housing Association, within the year 2016?

2. How many of the complaints, relating to Bron Afon Housing Association has the PSOW investigate, within the years 2016?

3. How many of the complaints has the PSOW ‘chosen’ not to investigate (relating to Bron Afon Housing Association), even when the complainant has submitted evidence of hardship, injustice, maladministration or service failure, within the years 2016?

I understand that under the Freedom of Information Act, I should be entitled to a response within 20 working days.

Please note that your full reply to the above questions should be sent by e-mail to the return address shown in the heading to this message. This is because both the request and its response are published for public scrutiny on the web site through which this request has been made.

Yours faithfully,

W. Williams (Miss)

Public Services Ombudsman for Wales

Thank you for contacting the Public Services Ombudsman for Wales.

Your email has been successfully received and will be looked at by the
Ombudsman's team shortly.

For any enquiries, please call 0300 790 0203 or email us at
[1][Public Services Ombudsman for Wales request email]. If you have submitted a new complaint, you
can find details about how we will use your information [2]here. We would
be grateful if you could contact us as soon as possible if you have any
queries about the way in which we will use your information.

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Mae eich e-bost wedi'l dderbyn yn llwyddiannus ac fe fydd yn derbyn sylw
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Os oes gennych unrhyw ymholiad, ffoniwch 0300 790 0203 neu ebostiwch ni ar
[3][email address].  Os ydych chi wedi cyflwyno cwyn newydd,
gallwch weld [4]yma sut byddwn ni’n defnyddio’ch gwybodaeth. Byddem yn
ddiolchgar pe gallech gysylltu â ni cyn gynted â phosibl os oes gennych
unrhyw ymholiadau am y ffordd y byddwn yn defnyddio’ch gwybodaeth.

References

Visible links
1. mailto:[Public Services Ombudsman for Wales request email]
2. http://www.ombudsman-wales.org.uk/en/Mak...
3. mailto:[email address]
4. http://www.ombudsman-wales.org.uk/cy-GB/...

ask, Public Services Ombudsman for Wales

Dear Miss Williams

Thank you for your Freedom of Information Request which has been passed to the Ombudsman's Management Information Officer for attention.

Yours sincerely

Complaint Advice Team

Tel: 01656 641 150

--
Public Services Ombudsman for Wales/Ombwdsmon Gwasanaethau Cyhoeddus Cymru
1 Ffordd yr Hen Gae
Pencoed
Bridgend/Pen-y-Bont ar Ogwr
CF35 5LJ

www.ombudsman-wales.org.uk
www.ombwdsmon-cymru.org.uk

Twitter: @OmbudsmanWales

This email is subject to the conditions on Confidentiality, Content and Viruses set out on the Ombudsman's website.
Mae'r e-bost hwn yn rhwym wrth yr amodau Cyfrinachedd, Cynnwys a Firysau a nodir ar wefan yr Ombwdsmon.

Please consider the environment - do you really need to print this email?
Ystyriwch yr amgylchedd – a oes wir angen i chi argraffu'r neges e-bost hon?

Information Request, Public Services Ombudsman for Wales

Dear Miss Williams

 

I refer to your recent request for information to the Public Services
Ombudsman for Wales (PSOW). Please find our response set out below.

 

Request

On 23 September 2016, you requested the following information:

 

Under the Freedom of Information Act, please provide a formal response
from the Public Services Ombudsman for Wales (PSOW) to the following
questions: -

 

1.    How many complaints have been submitted to you the PSOW relating to
Bron Afon Housing Association, within the year 2016?

 

2.    How many of the complaints, relating to Bron Afon Housing
Association has the PSOW investigate, within the years 2016?

 

3.    How many of the complaints has the PSOW 'chosen' not to investigate
(relating to Bron Afon Housing Association), even when the complainant has
submitted evidence of hardship, injustice, maladministration or service
failure, within the years 2016?

 

Response

Your request has been considered under the Freedom of Information Act 2000
(FOI Act). Section 84 of the FOI Act states “information...means
information recorded in any form”; we have therefore considered whether we
hold any recorded information in relation to your request. We have
responded to your questions in the order in which they have been raised.

 

Question 1

The PSOW has received 11 complaints against Bron Afon Community Housing
Ltd since 01 April 2016.

 

Questions 2 and 3

The PSOW has closed 15 complaints against Bron Afon Community Housing Ltd
since 01 April 2016. These complaints have been closed with the following
outcomes:

 

·         one upheld report issued under section 21 of the Public Services
Ombudsman (Wales) Act 2005;

·         two complaints closed by way of early resolution/voluntary
settlements;

·         six complaints closed as ‘premature’;

·         two complaints closed as ‘out of jurisdiction’;

·         four complaints closed as ‘decisions not to investigate’.

 

Appeal procedure

If you are not satisfied with this response, you can request a review of
the decision. A request for review should be marked accordingly and sent
either by email to [1][email address] or to the
following address:

 

Legal Adviser
Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed

Bridgend

CF35 5 LJ

 

If you remain dissatisfied with the response following the internal
review, you can complain to the Information Commissioner:

 

Customer Services Team - Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Tel: 01625 545700 / [2]www.ico.org.uk  

 

Yours sincerely

 

 

James Merrifield

Management Information Officer / Swyddog Gwybodaeth Rheoli

 

Tel/Ffôn: 01656 644200

--
Public Services Ombudsman for Wales/Ombwdsmon Gwasanaethau Cyhoeddus Cymru
1 Ffordd yr Hen Gae
Pencoed
Bridgend/Pen-y-Bont ar Ogwr
CF35 5LJ

[3]www.ombudsman-wales.org.uk
[4]www.ombwdsmon-cymru.org.uk

[5]Twitter [6]Facebook

This email is subject to the conditions on Confidentiality, Content and
Viruses set out on the Ombudsman s [7]website.
Mae'r e-bost hwn yn rhwym wrth yr amodau Cyfrinachedd, Cynnwys a Firysau a
nodir ar [8]wefan yr Ombwdsmon.

Please consider the environment - do you really need to print this email?
Ystyriwch yr amgylchedd a oes wir angen i chi argraffu r neges e-bost
hon?

References

Visible links
1. mailto:[Public Services Ombudsman for Wales request email]
2. http://www.ico.org.uk/
3. http://www.ombudsman-wales.org.uk/
4. http://www.ombwdsmon-cymru.org.uk/
5. http://www.twitter.com/OmbudsmanWales
6. https://www.facebook.com/Public-Services...
7. http://www.ombudsman-wales.org.uk/en/pri... and legal.aspx
8. http://www.ombudsman-wales.org.uk/cy-gb/... and legal.aspx