Ms X complained that Flintshire County Council failed to respond to the complaint she submitted in October 2024 regarding repairs to her home.
The Ombudsman found that, while the Council had attended Ms X’s home and addressed her concerns informally, it had failed to provide her with a formal complaint response. The Ombudsman said this caused uncertainty and frustration for Ms X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 2 weeks, offer an apology to Ms X for the oversight in not providing a formal complaint response, issue a formal complaint response to Ms X outlining the repairs it can and cannot undertake, and provide Ms X with a timeline of when the works it can undertake will be completed.