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.