PSOW-202407375
Summary (the PSOW's words)Mrs W complained about whether prior to and from 1 April 2023 Newport City Council (“the Council”) failed to meet …
PSOW (Public Services Ombudsman for Wales) decision
Newport City Council
Decided 20 March 2025
Reference PSOW-202407384
Outcome: Resolved / Early Resolution
Sector: Local Government
Category: Services for older people
Body on this site: Newport City Council
Original decision on the PSOW (Public Services Ombudsman for Wales) website ↗ All PSOW decisions
Themes assigned by this site (AI-generated): Care plan failures
Full decision
Decision (the PSOW's words)
Mr M complained that Newport City Council had failed to respond to the numerous complaints he raised.
The Ombudsman decided that the Council had failed to provide Mr M with a response. She said this had caused frustration and uncertainty for Mr M. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mr M and provide him with an explanation for not addressing his concerns. The Council also agreed to provide Mr M with a redress payment of £100 and to issue a complaint response by 24 April 2025.
From: PSOW (Public Services Ombudsman for Wales), decision PSOW-202407384, 20 March 2025