Wrexham County Borough Council

Mr X complained that Wrexham County Borough Council failed to respond to his concerns about a new build adjacent to his property.

The Ombudsman found that the Council had failed to respond to Mr X’s concerns, despite him receiving an acknowledgment that his concerns had been passed to the complaints team. The Ombudsman said that this caused uncertainty and frustration to Mr X. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to, within 3 weeks, issue a complaint response which should include an apology and explanation for the oversight in not responding to Mr X’s concerns.