Mrs B complained about ongoing delays by the Council in responding to repairs relating to kitchen damp and external rear guttering, as well as ongoing poor communication relating to these issues. The Ombudsman investigated Mrs B’s complaint about whether the Council had responded to her reports of kitchen damp and mould (and associated repair work), and reports of water overflowing from external rear guttering, and whether it had addressed the underlying causes appropriately and in a timely manner.
The Ombudsman also agreed an early resolution with the Council that, within 2 weeks of the investigation starting, the Council would commission an independent damp inspection for the property. If the inspection recommended any repairs, the Council agreed it would provide the Ombudsman with a plan of action/scheme of works (including dates for expected completion, to be in line with the Council’s own timeframes for urgent or routine work).
The Council confirmed the outcome of the damp inspection, confirmed the scheme of works to be completed and provided dates for these works to start, which was in line with its usual policy. The Ombudsman was satisfied that the Council had complied with the early resolution.
In responding to the investigation, the Council acknowledged failings relating to the ongoing delays Mrs B experienced relating to kitchen and guttering repairs over a number of years, as well as lack of appropriate communication with her. The failings caused significant distress and inconvenience to Mrs B and her family, and this was an injustice to them.
The Council provided evidence that its repairs services had been subject to internal review and that extensive policy, procedural and system changes had taken place, and would continue to take place, as a result of this review, which would address communication and delay failings. The Ombudsman considered that the actions taken by the Council as a result of the internal review were in line with the types of recommendations we would have made based on the identified failings in this case and that it would not be proportionate to continue with the investigation on this basis.
However, the Council agreed to offer Mrs B an apology and to provide further information regarding the reasons for the delays, and to set out the actions it had taken/would take to improve its service. It also agreed to offer Mrs B £750 financial redress in relation to the delays. The Ombudsman considered this action to be appropriate.
The Ombudsman discontinued the investigation on this basis.