Mr S complained that Neath Port Talbot Council failed to respond to a complaint concerning a serious incident which happened in 2012.
The Ombudsman found there had been ongoing investigations, including criminal court proceedings, which prevented the Council considering the complaint under its formal complaint process at an earlier stage. The proceedings concluded in June 2024 and the Council started its formal complaint process. The complaint had been further delayed as the Council had to liaise with the Courts and police. This caused additional uncertainty and frustration for Mr S.
The Ombudsman sought and gained the Council’s agreement to aim to conclude its investigation within 8 weeks. If it is not possible to conclude by then, the Council also agreed to write to Mr S with a meaningful explanation.