Report Date


Case Against

Cardiff Council


Repairs and maintenance (inc dampness/improvements and alterations eg central heating. double glazing)

Case Reference Number



Early resolution

Miss L complained that Cardiff Council failed to resolve issues of Anti-Social Behaviour. She further complained that although the Council confirmed a neighbouring greenhouse was the main cause of damp within her property, it failed to take any action since 2020.

The Ombudsman concluded that there had been a significant delay in resolving Miss L’s concerns, and that it had failed to act on promised resolution methods that it had previously discussed. She said this caused frustration to Miss L.

As an alternative to an investigation, the Ombudsman sought and gained the Councils agreement to provide Miss L with an apology for not actioning promised resolution methods, to attend and request the greenhouse to be removed and issue a time and trouble payment of £150 for the delays and poor complaints handling. The Council agreed that it would action the above within 30 working days.