Ms K complained that Swansea Council failed to issue a response to her complaint, which she made to it in October 2023.
The Ombudsman found that whilst the Council had logged Ms K’s concerns as a Stage 1 complaint, it had failed to provide a complaint response. She said that this caused frustration and uncertainty to Ms K. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Ms K with an apology for the failure and to issue a Stage 1 complaint response within 4 weeks.