Miss L complained that Swansea Council failed to investigate the cause of damp and mould in her property and delayed taking action to resolve the matter.
The Ombudsman found that the Council failed to issue a response to Miss L’s initial complaint and had failed to log Miss L’s recent concerns as a complaint. She said this caused uncertainty and frustration to Miss L. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Miss L and provide the necessary apologies for the identified failures, offer £75 redress in recognition for her time and trouble in making a complaint to the Ombudsman and to issue a complaint response within 4 weeks.