Report Date


Case Against

Cardiff Council - Rent Smart Wales



Case Reference Number



Early resolution

Mr B complained about the way Cardiff Council – Rent Smart Wales (“RSW”) dealt with his complaint that his landlord had breached his licence conditions by not protecting Mr B’s bond/deposit.

The Ombudsman found that when Mr B complained to this office, RSW’s investigation into Mr B’s landlord was still on-going. The Ombudsman was satisfied that RSW had followed its policies and procedures. The Ombudsman also found that RSW’s response to Mr B’s complaint was reasonable and addressed all the issues Mr B had complained about, but the Ombudsman was concerned about the current progress of its investigation.

Following contact from the Ombudsman, it was found that RSW’s investigation into Mr B’s landlord had progressed from investigation stage to its resolution stage. RSW agreed, within 20 working days, to provide Mr B with a written response setting out its current position on Mr B’s complaint and outcome.