Mr and Mrs X complained that Pembrokeshire County Council failed to enforce a planning condition on a neighbouring property.
The Ombudsman found that there had been delays in the Council’s response to Mr and Mrs X’s complaint, which was primarily due to issues sourcing an investigator to undertake a Stage 2 investigation. The Ombudsman said this caused additional frustration and uncertainty to Mr and Mrs X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr and Mrs X within 2 weeks to provide an apology and explanation for the lack of updates provided and for the delay in appointing an investigator. The Council also agreed to appoint an investigator within 6 weeks to undertake a Stage 2 investigation in line with its complaints procedure and, thereafter, to provide Mr and Mrs X with monthly updates until the Stage 2 is issued.