Report Date


Case Against

Carmarthenshire County Council


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

Case Reference Number



Early resolution

Ms X complained that despite the Council taking over 18 months to complete works in her home, there were still repairs that were outstanding. She said she had formally complained to the Council but had never received a written response.

In considering the complaint, the Ombudsman was concerned that after such a lengthy period of time there were repairs that still needed to be completed and that Ms X had not received a response to her complaint. As an alternative to an investigation, the Council was asked to undertake the following in settlement of the complaint:

a) Provide Ms X with an apology for the delay in responding to her complaint and the completion of the works.

b) Provide Ms X with a formal complaint response

c) Provide Ms X with £100 redress for the time and trouble in pursuing these matters and general inconvenience

d) The Council are to undertake an inspection within one month to ascertain exactly what is now outstanding and then set out a programme of work specifying when each item will be completed

e) The completion of all works to be no later than 3 months post inspection.