Miss A complained that Pembrokeshire County Council failed to take appropriate action to address ongoing disrepair in her home, including issues of damp and mould. Miss A reported that she had raised concerns about the condition of the property on multiple occasions over the previous year but believed the Council had not responded adequately or progressed the matter appropriately.
The Ombudsman considered that despite Miss A having not exhausted the Council’s formal complaints process, evidence showed that she had repeatedly reported the issues to the Council over an extended period. Given the ongoing nature of the reported disrepair and the potential impact on Miss A, the Ombudsman considered it proportionate to intervene at an earlier stage. The Ombudsman decided to settle the complaint without investigation.
The Ombudsman sought and gained the Council’s agreement to, within two weeks, arrange an inspection of Miss A’s property to assess and address the reported damp and mould, and to contact Miss A to clarify the scope of the complaint and confirm that it would be considered under its complaints procedure.