Ms Orr is looking at how Ms Murphy's claim was dealt with.

She says the builder which was selected to carry out repairs was chosen on the basis that it was the most competitive.

But she says there had already been a number of complaints made about that particular builder.

There was guidance within Youi not to use this builder until further notice due to complaints including delays in repairs, or contractors not being paid.

The builder also did not have the correct builders' warranty insurance cover in place, Ms Orr says.