In considering Mrs X’s complaint, the Ombudsman was concerned about the delays that she had experienced, that she had not received a response and that she was inconvenienced by the Council’s lack of action. He decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to: • Provide Mrs X with an apology for the delay in responding to her complaint.
• Provide Mrs X with an explanation for the delay.
• Provide Mrs X with a full complaint response.
The actions agreed had already been carried out by the time his enquiries were concluded.