Mr X complained that Cardiff Council failed to respond to a complaint he made in May 2021. He also complained about the Council’s failure to repair a leaking bath tap, first reported to it in March 2021.
The Ombudsman found that Mr X had not received a substantive response to his complaint, submitted in May 2021. She also found that the Council failed to provide a response in accordance with its complaints policy in respect of a further complaint submitted by Mr X in July 2021. In respect of the leaking bath tap, the Ombudsman found that there was a delay of 11 months in the Council undertaking the repair, which was not in accordance with the Council’s policy for responding to either urgent or routine repair requests.
The Ombudsman sought and gained the Council’s agreement to undertake the following action:
Within 20 working days
· Apologise to Mr X for the poor complaints handling and the failure to undertake the repair of his bathroom tap in accordance with its policy.
· Provide a formal response to Mr X’s complaint, submitted in May 2021.
Within 5 working days
· Offer Mr X a financial redress payment of £250 in recognition of the poor complaints handling.
• Offer Mr X a financial redress payment of £250 in recognition of the delay in undertaking the repair of his bathroom tap.