Miss X complained that Cardiff Council had failed to provide her with a key for her side gate and it also offered her a £100 compensation, and she is yet to receive this.
The Ombudsman found that the information provided to the Council’s finance department was fragmented and therefore needed to be resubmitted. This information was not communicated with the service area. She said this caused frustrations for Miss X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 2 weeks, offer an apology and explanation for the delayed payment and issue a complaint response addressing Miss X’s outstanding concerns.