Mr X complained that Pembrokeshire County Council had failed to communicate with him regarding his complaint to do with repair works at his property.
The Ombudsman found that there had been delays in the Council’s response, which was primarily due to issues sourcing an independent Investigator to undertake a stage 2 investigation. The Ombudsman said this caused additional frustration and uncertainty to Mr X.
The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr X within 2 weeks to provide an apology and explanation for the delay in appointing an independent investigator and for his time and trouble in his need to approach the Ombudsman. The Council also agreed to appoint an independent investigator within 6 weeks to undertake a stage 2 investigation in line with its complaints procedure and thereafter provide Mr X with monthly updates until the stage 2 response is issued.