Repairs and maintenance (inc improvements and alteration eg. central heating double glazing): Wrexham County Borough Council Report Date 21/05/2026 Case Against Wrexham County Borough Council Subject Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) Case Reference Number 202410207 Outcome Upheld in whole or in part The Ombudsman’s investigation found that there was no evidence that the quality of repairs failed to meet the required standards. The investigation found that the lack of clear documentation meant that the Ombudsman was unable to definitively conclude that the Council carried out the repairs in a timely manner. Accordingly, this aspect of the complaint was upheld.
The Ombudsman was satisfied that the Council considered the impact of the repairs on Miss C and her family. Whilst the Council refused to temporarily move her to another property, it gave reassurance and set out steps so that the work can be carried out with the least disruption and impact on Miss C and her family. Accordingly, this aspect of the complaint was not upheld.
The recommendations the Ombudsman made to the Council included apologising to Miss C in writing for the failings identified by this investigation. To agree a schedule of work and arrange a date with Miss C for the outstanding repairs to be carried out, in writing. To remind its staff within the Housing Team to document activities/actions so that there is an appropriate audit trail. To review its record keeping processes and communications alongside the Ombudsman’s Good Records Management Matters statutory guidance. To prepare an action plan identifying any areas for improvement and the actions to address these. Finally to carry out an audit to ensure that record keeping and communication have been appropriately embedded.