Mrs B complained that Carmarthenshire County Council failed to adequately address her complaint about damp and large cracks in her walls. Mrs B also complained about the lack of communication from the Council.
The Ombudsman found that the Council had failed to properly consider Mrs B’s complaint and its communication with Mrs B had fallen short of expected standards. She said that this caused frustration and uncertainty to Mrs B. She decided to settle the complaint without an investigation.
It was noted that the Council had already provided an apology to Mrs B regarding the poor communication. As such, the Ombudsman sought and gained the Council’s agreement to write to Mrs B with an apology for the failure to properly consider her complaint, and to undertake a through investigation of all of Mrs B’s concerns and issue a properly considered Stage 2 complaint response within 4 weeks.