Mr B complained that following his advocate making a Stage 2 Social Services complaint to Torfaen County Borough Council, it had failed to provide a Stage 2 complaint response despite Mr B having a meeting with the Independent Investigator in May 2026.
The Ombudsman found that the Council had failed to provide a Stage 2 complaint response and had not provided regular and meaningful updates. She said that this caused frustration and uncertainty to Mr B. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr B via his advocate, with an apology for the delay in issuing the complaint response, provide a further apology for the lack of regular and meaningful updates and issue a complaint response within 3 weeks.