Mr X complained that Rhondda Cynon Taf County Borough Council incorrectly logged his complaint about the upkeep of an unadopted Council owned highway, as a service request.
The Ombudsman concluded that the Council had failed to log and respond to Mr X’s complaint in line with its complaint process. The Ombudsman said this caused uncertainty, frustration, and inconvenience to Mr X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise for the oversight, delay and inconvenience caused and to issue its complaint response within 3 weeks.