Mr X complained that he had not received a response from the Council following his emails or complaint about a cycle barrier that prevents disabled access.
The Ombudsman found that the Council had failed to respond to his emails and had not issued a complaint response. The Council agreed to complete the following in settlement of Mr X’s complaint by 24 October 2022, as an alternative to the Ombudsman investigating it:
a) Write to Mr X to provide an explanation and apology for the failure to respond to his emails
b) provide Mr X with a further explanation and apology for the failure to respond to his complaint
c) Make a £25 time and trouble payment to Mr X for having to raise his complaint with the Council and the Ombudsman
d) Issue a complaint response.