Ms Q complained that she had been without a gas supply to her property since she moved in, in July 2024. Ms Q also complained that Cardiff Council (“the Council”) was not responding to her service requests to fix the gas supply.
The Ombudsman found that Ms Q had raised numerous complaints to the Council and that there were avoidable delays in dealing with her service request.
The Ombudsman decided to settle the complaint without an investigation on the basis that within 1 month of issuing the decision letter the Council will:
1. Make a £300 time and trouble payment for the delays in responding to the service request.
2. Nullify Ms Q’s rent for the duration of time that she was without a gas supply to her property.