Ms A complained that Swansea Council (“the Council”) had not taken appropriate action to address the flooding in her garden. She said that when she made a complaint she had no response and that when council officers came to inspect they ‘looked’ but no action was taken.
The Ombudsman found that Ms A’s complaint was escalated to stage 2 but that no response had been issued. The Ombudsman was provided with information that showed that the Council had been investigating the cause of the flooding but that no updates of the investigation had been provided to Ms A.
The Ombudsman decided to settle the complaint without an investigation on the basis that within 4 weeks of issuing this letter the Council will:
• Update Ms A on the investigation and ongoing works to resolve her complaint and issue a stage 2 complaint response.