Miss A complained that she was dissatisfied with Wrexham County Borough Council’s response to her complaint about temporary hotel accommodation it had arranged. Miss A complained about staff at the hotel and damage caused to her belongings.
The Ombudsman found that the Council arranged the accommodation as part of its’ homelessness duty to Miss A. Although the Council provided comments from hotel staff in response to the complaint, its response did not adequately address Miss A’s concerns. The Ombudsman decided that Miss A was inconvenienced by the Council’s actions and the failure to provide an adequate response, causing her frustration and uncertainty. The Ombudsman decided to settle the complaint without an investigation.
The Council agreed to, within 4 weeks, to apologise to Miss A, reconsider her complaint and provide a formal complaint response.