Source · PSOW (Public Services Ombudsman for Wales)

Caerphilly County Borough Council

PSOW (Public Services Ombudsman for Wales) Resolved / Early Resolution Reference PSOW-202410015 Sector Local Government Category Applications / allocations / transfer / exchanges Decided 16 May 2025

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Staff suitability and fitness

Full decision

Ms A complained that Caerphilly County Borough Council had failed to respond to a verbal complaint she made in August 2024 regarding housing support.

The Ombudsman decided that whilst the Council did return Ms As call to discuss her concerns, it was recorded as a service request rather than a complaint. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Councils agreement that within 1 week it would contact Ms A to establish the terms of her complaint. Within a further 2 weeks, it would send a complaint response addressing the points agreed.

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Other decisions involving Caerphilly County Borough Council

Reference	Date	Summary	Outcome
PSOW-202508210	26 Mar 2026	Mr A complained about the actions of Caerphilly County Borough Council in the exercise of its social services functions. The …	Resolved / Early Resolution
PSOW-202408052	12 Mar 2026	Mr J complained that a joint risk assessment undertaken by the Council and the Health Board and provided to a …	Partly Upheld
PSOW-202502139	06 Feb 2026	Mr C complained that the Caerphilly County Borough Council had not taken appropriate action in response to safeguarding concerns he …	Resolved / Early Resolution
PSOW-202506235	06 Feb 2026	Mrs A complained that Caerphilly County Borough Council (“the Council”) failed to provide her with information about homecare charges and …	Resolved / Early Resolution
PSOW-202507736	30 Jan 2026	Mrs A complained that the Council charged an incorrect invoice for her husband, Mr B’s, ongoing care after he was …	Resolved / Early Resolution

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