Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) : Vale of Glamorgan Council Report Date 28/01/2025 Case Against Vale of Glamorgan Council Subject Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) Case Reference Number 202408020 Outcome Early resolution Mr X complained that Vale of Glamorgan Council had failed to respond and take appropriate action to repair a damaged drain pipe and lead lining to the Council owned property above his maisonette, which he said has resulted in water ingress and damage to his property.
The Ombudsman concluded that the Council had failed to correctly log Mr X’s complaint and it had failed to take any action to remedy the situation. 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 issue Mr X with a complaint response within 3 weeks. The response should include an apology and an explanation for the delay in logging and dealing with the repair The Council also agreed to offer Mr X a redress payment of £100 in recognition of his time and trouble contacting the Ombudsman.