Mr A complained that his complaint submitted to the Cardiff Council (“the Council”) about its management of his council tax account was largely ignored, with most points unanswered, and its response contained a number of lies. He said that the Council failed to act professionally and appropriately and failed to provide the information he requested. He further said that the actions of the Council were believed to be homophobic towards him and his partner.
The Ombudsman found that the Council did not appear to have provided a full response to all the issues raised by Mr A, which, for ease of reference, he listed in an email to the Council on 15 August 2021. He concluded that the outstanding issues appeared to be valid questions and concerns which the Council should have responded to.
The Ombudsman sought and gained the Council’s agreement to provide a further response to Mr A’s complaint, addressing the outstanding issues raised in his email of 15 August 2021, with 20 working days.