Mrs T complained that Vale of Glamorgan Council failed to provide a response to her complaint about the lack of repairs to her windows and doors, which she made to it in October 2023.
The Ombudsman found that the Council had failed to log her concerns as a complaint and had not issued a complaint response. She said that this caused frustration and uncertainty to Mrs T. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mrs T with an apology for the failure to log her complaint and to issue a complaint response within 2 weeks.