Mr A complained about the information provided to him by Cyngor Gwynedd (‘the Council’) regarding how to raise concerns about noise issues from a neighbouring property. He also complained about how his complaint about the service was managed.
The investigation found that the Council had provided information to Mr A about his complaint about noise from a neighbouring property. However, it had not clarified the requirements for evidence considered to be statutory nuisance or how Mr A could submit new evidence if it seemed to meet the criteria. In addition, the Ombudsman found that Mr A had been misinformed about the Council’s complaints process, which led to him prematurely contacting the Ombudsman.
The Ombudsman sought and gained the Council’s agreement to provide Mr A with information about the criteria for statutory nuisance and his options for how to submit relevant evidence to the Council to consider a new case. In addition, the Council agreed to review the complaints information provided to Mr A, provide an apology for the miscommunication regarding its process, and take action to avoid recurrence. The Council also agreed to consider financial redress for the time and trouble Mr A had taken to raise his complaint. The Council agreed to complete these actions within 4 weeks.