Miss A complained that Neath Port Talbot Council failed to escalate or respond to her concerns about its refusal to assign help following a referral for a care coordination package.
The Ombudsman found that whilst the Council had responded to Miss A it had failed to log her concerns as a complaint. She said that this caused frustration and uncertainty to Miss A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Miss A with an apology for the failure to log her concerns as a complaint and issue a Stage 1 complaint response within 3 weeks.