Miss B complained that Caerphilly County Borough Council failed to respond to a complaint concerning repeated missed refuse/recycling collections.
The Ombudsman found that the Council failed to explain to Miss B that her complaint was being dealt with as a service request. This caused additional frustration and inconvenience for Miss B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Miss B to apologise, to log a complaint and issue a formal response within 4 weeks.