Mr X complained that following Cardiff Council’s (“the Council’s”) decision to restrict him from going to his local Hub, it failed to consider how his health difficulties and needs impacted his ability to travel to other Hubs. Mr X said that the Council did not consider alternative methods for him to continue to access services at his local Hub.
The Ombudsman found that although the Council was aware of Mr X’s health difficulties, it did not consider how they might impact Mr X’s ability to travel, and it did not consider alternative methods for Mr X to continue to access services at his local Hub. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mr X for not acknowledging his health difficulties in relation to accessing alternative Hubs, to provide Mr X with an opportunity to explain his needs in this regard, and to consider alternative feasible options that might enable Mr X to continue to access the services at his local Hub within 10 working days.