Mrs R complained that Pembrokeshire County Council failed to provide a response to her complaint about housing repairs.
The Ombudsman found that there had been a delay in the Council acknowledging Mrs R’s complaint and it had failed to provide regular and meaningful updates. Furthermore, it had not issued a complaint response. She said that this caused frustration and uncertainty to Mrs R. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise and provide explanations for the failures identified, offer her £75 redress and issue a complaint response within 4 weeks.