Miss P complained that Flintshire County Council failed to address her concerns about her property not being suitable or safe for her and her young daughter. Miss P also complained about her neighbours anti-social behaviour.
The Ombudsman found that the Council had incorrectly refused to escalate Miss P’s complaint to Stage 2 of its corporate complaints process. She said that this caused frustration and uncertainty to Miss P. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 3 weeks, write to Miss P with an apology for the failure and issue a Stage 2 complaint response.