Report Date


Case Against

Cardiff Council


Repairs and maintenance (inc improvements and alterations eg. central heating / double glazing)

Case Reference Number



Early resolution

Miss A complained that Cardiff Council (“the Council”) failed to undertake the agreed repairs to her bathroom following a leak notified to it in September 2023. In response to Miss A’s complaint, the Council informed her that repairs had been completed in March 2024. Miss A disputed that fact.

The Ombudsman found that the repairs had not been completed by the Council, as informed in its complaint response to Miss A. The Council indicated that it had made a mistake, and that the repairs referenced in its response had been undertaken at a different property.

The Ombudsman sought and gained the Council’s agreement to provide a written apology to Miss A and undertake the repairs to her ceiling, within 10 working days. Additionally, within 10 working days of completion of the repairs to the ceiling, to make arrangements with Miss A for the remainder of the repairs to be completed.