Dr X complained that Cardiff Council had failed to respond formally to the complaint she submitted 14 weeks ago about alleged fly tipping and refuse not being collected.
The Ombudsman decided that there had been a delay in the Council’s response. She said this caused frustration and uncertainty to Dr X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to issue its formal complaint response within 2 weeks. The response should also include an apology for the delay and an explanation of its plan to remove the relevant bin. Assurances should also be provided that collections will be monitored moving forward, and attempts will be made to try and secure the bin storage area to try and prevent dumping and fly tipping in future.