Mr G complained that Vale of Glamorgan Council failed to provide a response to his complaint about possible asbestos.
The Ombudsman found that whilst the Council had been in contact with Mr G, it had failed to issue a complaint response and had not provided regular and meaningful updates. She said this caused frustration and uncertainty to Mr G. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr G with an apology and explanation for the identified failures and to issues a Stage 1 complaint response within 3 weeks.