Mr X complained that Caerphilly County Borough Council failed to respond to all of his concerns in its complaint response.
The Ombudsman found that while the Council had provided a response to Mr X, it had overlooked other issues Mr X had raised in his complaint. 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, within 2 weeks, write to Mr X with an apology and explanation for the oversight and issue a further complaint response addressing the outstanding concerns.