Miss A complained that the Vale of Glamorgan Council had not responded to her complaint regarding housing and antisocial behaviour.
The Ombudsman found that the Council had provided Miss A with a response but the response was outside of the Corporate Concerns and Complaints Policy, further, the Council had not informed her of the policy. This resulted in Miss A feeling that her complaint was ignored which, she said, affected her mental health.
The Ombudsman contacted the Council and in resolution of Miss A’s complaint, it agreed that within 20 working days, a copy of the Corporate Concerns and Complaints policy would be sent to Miss A, that her complaint would be expediated to Stage 2 and that the Council would contact Miss A to determine the heads of complaint and respond in accordance with the complaint’s procedure.
The Ombudsman considered this to be an appropriate resolution and did not investigate.