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 A complained that in July 2021, the Council agreed to carry out kitchen repairs which remained outstanding. This was despite contacting it twice when recovering from a serious illness. Miss A was also concerned about an error in the Council’s formal complaints response.
The Ombudsman was concerned about the time taken to complete the repairs and that an explanation about the error in the complaints response had not been provided. The Ombudsman decided to settle the complaint.
He sought and gained the Council’s agreement to carry out the repairs on a specified date. Also, within two weeks, to explain the error in its complaints response, provide an appropriate apology and offer a time and trouble payment of £250 in recognition of the additional distress caused.