Mr A complained that the Council had failed to respond to a complaint about a water leak from a neighbouring property which he had hand-delivered to it in June 2023. He also complained that the Council had informed the Ombudsman that it had not received a complaint.
The Ombudsman found that the Council had incorrectly informed her office that it had not received Mr A’s complaint and it had failed to log his complaint appropriately. The Ombudsman said this caused frustration for Mr A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mr A, explain what happened to his complaint, provide a Stage 2 complaint response, offer a payment of £150 and to provide feedback to relevant staff regarding its complaint procedures within 4 weeks.