Ms T complained that Vale of Glamorgan Council failed to provide updates or issue a complaint response about her disabled daughter’s access to services.
The Ombudsman decided that the Council had failed to provide regular and meaningful updates and had not issued a complaint response to Ms T. She said that this caused frustration and uncertainty to Ms T. She decided to settle the complaint without investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Ms T and issue a Stage 1 complaint response within 4 weeks.