Caerphilly County Borough Council

Mr A complained that Caerphilly County Borough Council (‘the Council’) had not communicated effectively with him and had failed to take action in response to reports of anti-social behaviour and noise from his neighbours.

The Ombudsman decided that the Council’s procedures for investigating noise complaints were unclear, that Mr A had not been provided with information about requesting a multi-agency review of his case, and that the Council had not apologised for delays in keeping him informed. The Ombudsman decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to write to Mr A within 2 weeks to apologise for the poor communication and review its procedures for investigating noise complaints and notifying complainants of their right to apply for an Anti-Social Behaviour Case Review (Community Trigger) within 2 months.