Mrs A complained that Vale of Glamorgan Council did not carry out repairs to her property and did not provide her with a formal response to her complaint.
The Ombudsman found that Mrs A sought legal advice in relation to a disrepair claim against the Council, he therefore considered Mrs A’s concerns about complaint handling only. The Ombudsman found that the Council had not provided timely responses to Mrs A’s reports and requests for repairs, and it had not provided a formal complaint response. He decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mrs A that her complaint was not treated as such, and to provide her with a complaint response. It also agreed to offer Mrs A financial redress of £125 in recognition of her time and trouble in making the complaint. The Council agreed to take these actions within 20 working days.