Repairs and maintenance (inc dampness/improvements and alterations eg central heating. double glazing) : Cardiff Council Report Date 24/10/2024 Case Against Cardiff Council Subject Repairs and maintenance (inc dampness/improvements and alterations eg central heating. double glazing) Case Reference Number 202308668 Outcome Upheld in whole or in part Mr A complained about whether the Council had acted in accordance with its relevant policies in dealing with reports of a leaking tap he had made between 2022 and January 2024.
The Ombudsman found that the Council did not carry out repairs to Mr A’s home in a reasonable time. It also missed an earlier opportunity to refer Mr A to its Money Advice Service. As such it did not act in accordance with its relevant policies. These are failings which amounted to maladministration, and were an injustice to Mr A. As such Mr A’s complaint was upheld.
The Council agreed to apologise to Mr A for not carrying out repair work to his home in a reasonable time and for not making an earlier referral to the Money Advice Service. It also agreed to review the repair reporting process to ensure that it contains an instruction to issue a receipt or reference number when repairs are reported, ensure that relevant staff are aware of the criteria for a referral to the Money Advice Service and ensure that staff who classify repair requests are familiar with its repairs policy, in particular the section on how repairs should be classified.