Report Date


Case Against

Pembrokeshire County Council


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

Case Reference Number



Early resolution

Ms G complained to the Ombudsman that Pembrokeshire County Council had not resolved several maintenance issuesin respect of her property, which datedback to when Ms G moved into the property in March 2020.

The Ombudsman found that following Ms G raising her complaint with the Council in September 2021, it visited the property in December 2021, but did not provide a written complaint response until April 2022. The response statedthat a total of 37 maintenanceissues would be resolved within 6 weeks. The repairs were not completed.

The Ombudsman sought and gained the Council’s agreement to provide Ms G with a written apology and to offer a financial redress payment for the sum of £500, in recognition of the delay in completing repairs, the large number of repairs outstanding and the delay in response to the complaint made in September 2021 and to complete all 37 jobs as detailed in the letter to Ms G dated 11 April 2022, within 5 weeks.