Ms G complained that Monmouthshire County Council was failing to take enforcement action against her neighbour and said it had not responded to a complaint she had submitted in February 2022.
The Ombudsman found that although the Council had been dealing with the matter as an enforcement case, it had failed to respond formally to the complaint. She said that this caused confusion and frustration for Ms G. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Ms G for failing to respond to her complaint and to provide her with a complaint response within 4 weeks.