Source · PSOW (Public Services Ombudsman for Wales)

Swansea Council

PSOW (Public Services Ombudsman for Wales) Resolved / Early Resolution Reference PSOW-202300784 Sector Local Government Category Housing Decided 22 May 2023

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Local housing allowance re-freeze B&B use for homelessness

Full decision

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.

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