Mrs G complained that Carmarthenshire County Council failed to undertake the necessary repairs to her flat.
The Ombudsman found that whilst the Council had issued a Stage 1 complaint response it had failed to escalate Mrs G’s concerns to Stage 2 of its complaints process. She said that this caused frustration and uncertainty to Mrs G. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mrs G with an apology and explanation for the failure to log her concerns as a Stage 2 complaint, offer to pay £75 redress for her time and trouble in making her complaint to the Ombudsman and issue a Stage 2 complaint response within 3 weeks.