Caerphilly County Borough Council
Mrs P said that Caerphilly County Borough Council failed to provide a response to her concerns about the way it has treated her in relation to a neighbour dispute about a boundary issue.
The Ombudsman found that the Council failed to log Mrs P’s concerns as a corporate complaint. She said that this caused frustration and uncertainty to Mrs P. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mrs P with an apology and explanation for the failure and to issue a Stage 1 complaint response within 2 weeks.