Miss X complained that Flintshire County Council failed to respond to her emails and calls, and that she has been living in a state of disrepair for 18 years.
The Ombudsman found that the Council had failed to respond to Miss X’s concerns. The Ombudsman said that this caused uncertainty and frustration to Miss X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 3 weeks, apologise to Miss X for the oversight in not logging her concerns as a formal complaint, provide an explanation for the delay and the lack of response, and issue a Stage 1 response in line with its complaints procedure.