Report Date


Case Against

Caerphilly County Borough Council



Case Reference Number



Early resolution

Mrs A complained about the process followed by Caerphilly Council in its consideration of her family’s application for adaptations to their property. Mrs A complained that the family had been treated unfairly.

The Ombudsman decided that the Council failed to evidence a full assessment of the adaptations and costs. There was unnecessary delay in progressing the case and the Council did not provide the family with a written reasoned decision for it to accept or challenge. The Ombudsman said that this caused the family uncertainty about their home and future, during which time, their needs had changed. He decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to undertake a full assessment of the family’s needs, revise the feasibility for adaptations and identify alternative options, provide the family with a written reasoned decision, apologise for the lack of clear communication and pay the family redress of £500.