Ms X complained that the Council had failed to issue a redress payment it had offered as a result of damage caused to belongings when her neighbour’s fence fell into her garden.
The Ombudsman contacted the Council and was advised there had been a delay as Ms X had not explicitly accepted the redress payment offered. It overlooked Ms X’s email providing her bank details for payment.
The Council agreed to issue an apology for its oversight and to issue the £100 redress payment no later than 30 January 2022. The Ombudsman resolved to settle the complaint on this basis as an alternative to investigation.