Miss C complained that Swansea Council failed to provide a response to her emails about the damaged caused to her garden wall and the repair work undertaken.
The Ombudsman found that the Council had not responded to all of Miss C’s emails and it failed to log her concerns as a complaint. She said that this caused frustration and uncertainty to Miss C. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Miss C with an apology for the oversights and to issue a complaint response within 2 weeks.