Report Date


Case Against

Caerphilly County Borough Council


Adult Social Services

Case Reference Number



Early resolution

Miss T complained that Caerphilly County Borough Council failed to reinstate the original day centre opportunities that her brother had before the Covid-19 pandemic.

The Ombudsman found that whilst the Council had responded to Miss T’s complaint, it had not considered her complaint under the Social Services complaints procedure. She said that this caused frustration and uncertainty to Miss T.

As an alternative to an investigation, the Ombudsman sought and gained the Council’s agreement to apologise to Miss T, commence a Stage 2 Social Services investigation and offer Miss T £75 for her time and trouble in raising her complaint with the Ombudsman within 3 weeks.