Mrs S complained that Rhondda Cynon Taf County Borough Council failed to support her, and her husband’s housing needs which resulted in her husband having to seek accommodation in his vehicle.
The Ombudsman concluded that the Council failed to act in accordance with its statutory complaints procedure and failed to provide its procedure with her. She said this caused frustration to Mrs S.
As an alternative to an investigation, the Ombudsman sought and gained the Councils agreement to apologise to Mrs S for not providing her with sufficient information on its complaint’s procedure, issue a stage 2 response, and remind its housing team of the model complaints procedure. It was agreed that the Council would action this within 30 working days