Mrs K complained that Cyngor Gwynedd had failed to pay the statutory Heating/Cost of Living Allowance announced by the Welsh Government to her sister’s estate. Mrs K also complained that the Council issued a summons to her late sister’s estate for unpaid Council Tax, despite a block on recovery pending resolution of a Probate, and the inability of the Council to properly consider outstanding issues and communicate with her, which included dealings with 2 senior officers.
The Ombudsman was concerned that Mrs K had not received a further response to her complaint by the Head of Service and that she had been inconvenienced by the Council’s actions. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to provide Mrs K with an apology for the delay in providing a further response to her complaint, an explanation for the delay, and provide Mrs K with a further complaint response from the Head of service, within 4 weeks.