Miss H complained that Wrexham County Borough Council had charged her for removal of items from a property she had vacated. She said the Council had not inspected the property until 11 days after she had left the property, and the Council had told her different dates that the inspection and removal of items had taken place.
The Ombudsman found that the Council’s correspondence to Miss H referred to several different dates in 2022 and 2023 when the inspection took place. The Ombudsman said that this caused confusion and frustration for Miss H. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise for the confusion caused, explain when the inspection and removals took place, and to pay Miss H £25 for the time and trouble in making her complaint within 4 weeks.