Miss N complained that despite reporting threats of violence and criminal damage by her neighbours, Swansea Council failed to allocate her new housing.
The Ombudsman found that the Council failed to act in accordance with its statutory complaint’s procedure and failed to issue a written complaint response. She also found that the Council failed to inform Miss N on how to escalate her concerns should she be dissatisfied. She felt this caused additional frustration to Miss N.
The Ombudsman decided to settle the complaint without an investigation. She sought the Council’s agreement to issue a written apology to Miss N by 31 October and to open a Stage 2 complaint investigation.