Mr X complained that Cardiff Council did not fully investigate the cause of damp at his client’s home which he alleged caused unnecessary delays and inconvenience. He also complained about inaccuracies and contradictions within the Council’s report.
The Ombudsman decided that there had been delays and oversights in undertaking a further damp inspection due to cancelled appointments, and a failure to follow up on the cancelled appointments for works at the property. She said this caused frustration and uncertainty to Mr X’s client. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to contact Mr X’s client within 2 weeks to arrange an urgent damp inspection and further arrangements to repoint the brickwork / install dry rods. It should also issue a letter of apology to Mr X’s client for the confusion and delay caused by the previously cancelled work, and for the oversight in not following this up.