Report Date

10/05/2024

Case Against

Caerphilly County Borough Council

Subject

Housing

Case Reference Number

202400137

Outcome

Early resolution

Miss Y complained that Caerphilly County Borough Council failed to respond to a complaint she raised concerning asbestos in her son’s bedroom.

The Ombudsman found that the Association undertook a Stage 1 investigation but failed to inform Miss Y of her right to escalate to Stage 2. This caused additional frustration and uncertainty for Miss Y. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to write to Miss Y, within 7 days, with an apology for failing to inform her of her right to escalate and to escalate the complaint for a Stage 2 investigation.