Miss A complained that Wrexham County Borough Council had not carried out repairs that had been agreed in November 2023. The Council had also failed to issue a response to her further complaint made in August 2024.
The Ombudsman found that Miss A had previously complained to the Ombudsman in September 2023. Although a complaint response was subsequently provided by the Council in November 2023, the works detailed in that letter had not been fully carried out. The Council had also failed to issue a complaint response to a further complaint made. Miss A had been inconvenienced by the Council’s failure to carry out agreed works in a timely manner. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 4 weeks, provide Miss A with a written apology for the failure and/or delay in undertaking repair works previously agreed in November 2023, a response to her further complaint and with a written apology for the delay in providing a complaint response. The Council also agreed to provide Miss A with a detailed schedule of any works to be undertaken as a result of her complaints.