Mr X complained that Rhondda Cynon Taf County Borough Council had failed to respond to his complaint regarding unsatisfactory enforcement action and unauthorised use of land.
The Ombudsman found that whilst the Council had been in contact with Mr X, his concerns were not logged as a formal complaint. She said this caused frustration and uncertainty to Mr X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to within 2 weeks write to Mr X with an apology and explanation for the delay and failure to log his complaint and offer to pay £100 redress for the delay and for his time and trouble in making a complaint to the Ombudsman. The Council also agreed to issues its stage 2 response within 4 weeks.