Mr X complained that the Council had not responded to a formal complaint he raised in August 2021 regarding its planning department.
The Ombudsman was concerned about the length of time it was taking the Council to conclude Step 1 of its complaint process, consequently delaying the Step 2 process. The Council therefore agreed to undertake the following in settlement of this complaint:
1. Escalate Mr X’s complaint to Step 2 of its process with immediate effect and issue its response no later than 17 December 2021, with its apologies.
2. Issue a time and trouble payment of £100 no later than 17 December 2021.