Services for vulnerable adults (eg with learning difficulties. or with mental health issues) : Newport City Council Report Date 23/07/2024 Case Against Newport City Council Subject Services for vulnerable adults (eg with learning difficulties. or with mental health issues) Case Reference Number 202401795 Outcome Early resolution Mr S complained that Newport City Council had failed to respond to a complaint he raised in March 2024.
The Ombudsman found that the Council had received a complaint but it had failed it as it was received with incorrect contact details. She also found that the Council had been liaising with Mr S but failed to acknowledge and action the reference to a complaint. The Ombudsman said this caused additional frustration and uncertainty and she decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to log a formal complaint. To write to Mr S, within 1 week, confirming the complaint had been logged and to include its apology with an explanation of what went wrong.