Miss X complained that Carmarthenshire County Council failed to respond to the complaint she submitted in February 2025 regarding the housing allocation and damp at the property.
The Ombudsman found that the Council had not considered the complaint under its formal complaints procedure. The Ombudsman said this caused uncertainty and frustration for Miss X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 3 weeks, offer an apology to Miss X for the delay in responding and formally address the points raised in her complaint. The complaint response will also confirm that the repairs reported have been completed and advise that the Council will review her housing application in line with its procedure and confirm the complaints process to follow before escalating the complaint further with our office.