Mr L complained that despite escalating his concerns to stage 2 of the Councils complaint’s procedure, he had not received a response.
The Ombudsman found that although the Council wrote to Mr Land addressed part of his concerns, it had failed to act in accordance with its statutory complaints procedure and issue a formal written response. She said this caused frustration to Mr L. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to provide an apology and explanation for the delay and issue a formal complaint response within 30 working days.