Cardiff Council

Mr B complained that he was unhappy with the communication of Cardiff Council’s (‘the Council’) Social Services. Mr B said that despite contacting Social Services on many occasions about concerns for his children he was being ignored.

The Ombudsman found that in August 2024 Mr B was informed by Social Services that he would receive 8-weekly updates regarding his children. The Ombudsman found that although Social Services were acting on concerns raised, it was not maintaining communication with Mr B sufficiently. The Ombudsman decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to, within 1 month, apologise to Mr B for failing to maintain 8-weekly updates in respect of his children, and to provide Mr B with a clear plan for what he can expect communication with Social Services to look like moving forward.