Ombudsman finds service failure by Trivallis following complaint from tenant in Mountain Ash

Public Services Ombudsman (Wales) Act 2019

The Public Services Ombudsman for Wales has investigated a complaint and found maladministration/service failure by Trivallis and has sent a report on the results of their investigation to Trivallis. The complaint relates to how Trivallis responded to reports of damp and mould in one of its properties.

A copy of the report will be available on the Trivallis’ website and for inspection by the public without charge during normal office hours at Ty Pennant, Mill Street, Pontypridd, CF37 2SW for a period of 3 weeks from 6 November 2025 and anyone who wishes may take a copy of this report or make extracts therefrom. Photocopies of the report or parts thereof will be provided on payment of 6 pence per sheet.

Date: 6 November 2025

Our response

Trivallis has fully accepted the findings of the Public Services Ombudsman for Wales and offered heartfelt apologies to the tenant affected by damp and mould. We deeply regret the distress caused and have taken full responsibility, including personal visits from our Chief Executive. While the damp and mould problems were complex, we recognise clear failings in our response and have since made major improvements, from faster reporting and specialist training for staff, to a dedicated damp and mould team and stronger oversight. We’re committed to learning, improving, and ensuring every tenant receives the safe, effective and respectful service they rightly expect.

Chief Executive Duncan Forbes said:

“We deeply regret the failings in these cases and have taken full responsibility. We’ve made real progress, but we know there’s more to do. Our commitment is to listen, learn, and keep improving, so every tenant receives the service they deserve.”