Mr S complained that Rhondda Cynon Taf County Borough Council had failed to respond to the complaint he submitted to it in September 2022.
The Ombudsman concluded that although the Council did respond verbally, it had not provided procedural information within a formal written response in line with its statutory complaint’s procedure. She said this caused confusion and frustration to Mr S.
As an alternative to an investigation, the Ombudsman sought and gained the Councils agreement to provide Mr S with a written explanation of how it investigated his concerns at the time, and an apology for not writing to him sooner. The Council agreed to complete the above within 30 working days.