Conwy County Borough Council
Mr A complained that the Council failed to keep him informed or respond to his communications when considering his homelessness application. He said that an unsuitable temporary accommodation offer was made. He was also concerned that his formal complaints had not been considered under the Council’s complaint policy.
The Ombudsman was satisfied that there was evidence that Mr A had been kept reasonably informed, emails were responded to and a further offer of temporary accomodation was made. However, she was concerned that the service issues raised by Mr A had not been logged or responded to as formal complaints.
She sought and obtained the Council’s agreement to consider Mr A’s complaints under its complaints policy, within one month. This action was accepted as an alternative to an investigation.