Mr C complained that Cardiff Council had not repaired a roof leak for 2 years, leading to problems with damp and mould in his home. Mr C also said that the Council had not responded to complaints about other repairs that had not been completed.
The Ombudsman decided that there had been unreasonable delays in carrying out repairs to Mr C’s home. Although the Council’s complaint responses stated that work would be progressed, they did not provide any explanation for the delays or any timescale for work to be completed. The Ombudsman also decided that the Council had not responded to all of Mr C’s complaints. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to provide a full response to each of Mr C’s complaints within 1 month, and complete any outstanding repairs within 3 months. The Council also agreed to offer Mr C a financial redress payment.