Mrs D complained that Swansea Council failed to undertake the necessary repairs following damage caused by her bathroom shower.
The Ombudsman found that whilst Mrs D had made a Stage 2 complaint, the Council prematurely closed the complaint without checking that Mrs D was happy following the works undertaken. She said that this caused frustration to Mrs D. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mrs D, provide an explanation for the premature closure of her complaint, and issue a complaint response within 2 weeks.