Mrs X complained that Swansea Council had delayed addressing the concerns she had raised in relation to the trees, and it had failed to keep her updated.
The Ombudsman found that there had been a significant delay and the Council had failed to provide a complaint response. The Ombudsman said this caused uncertainty and frustration to Mrs X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 3 weeks, apologise for the delays, provide a complaint response and offer £150 redress payment in recognition of the delay, failure to provide a complaint response and for Mrs X’s time and trouble.