Miss Y complained that Caerphilly County Borough Council failed to respond to a complaint she raised concerning asbestos in her son’s bedroom.
The Ombudsman found that the Association undertook a Stage 1 investigation but failed to inform Miss Y of her right to escalate to Stage 2. This caused additional frustration and uncertainty for Miss Y. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Miss Y, within 7 days, with an apology for failing to inform her of her right to escalate and to escalate the complaint for a Stage 2 investigation.