Ms G complained that Ceredigion County Council failed to respond to a complaint, and failed to provide information, relating to a complaint she raised in April 2024, concerning the disrepair of a communal wall.
The Ombudsman found that the Council overlooked the complaint. This caused additional frustration and uncertainty for Ms G. She decided to settle the complaint without an investigation.
The Ombudsman gained the Council’s agreement to immediately write to Ms G apologising for its oversight and confirm that the complaint was logged at Stage 2 of its complaint process. It also agreed to issue its response within 4 weeks.