Services for vulnerable adults (eg with learning difficulties. or with mental health issues) : Newport City Council Report Date 25/09/2025 Case Against Newport City Council Subject Services for vulnerable adults (eg with learning difficulties. or with mental health issues) Case Reference Number 202503627 Outcome Early resolution Mr A complained that Newport City Council did not appropriately address his complaint in relation to a communication failure, where staff of the vulnerable adult services were directing the public to use a callback system which cannot connect the caller back to them.
The Ombudsman found that the Council mischaracterised Mr A’s complaint by deeming it to fall under the category of matters not considered a complaint, meaning that he was not provided with an appropriate written response which addressed his concerns. The Ombudsman accepted that this caused frustration and unnecessary delay to Mr A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr A within 10 working days and offer an apology for mischaracterising his complaint, which has led to a delay in his concerns being addressed. The Council also agreed to write a follow up letter to Mr A within 20 working days, outlining what actions will be taken to address the communication problems raised and what process will be used going forward to ensure service users can easily connect to the relevant officer.