Mrs A complained that Rhondda Cynon Taf County Borough Council had failed to respond to all aspects of a complaint she had submitted to it in December 2025.
The Ombudsman found that the Council had failed to respond to all aspects of the complaint within the relevant timescale which caused additional frustration and uncertainty for Mrs A. The Ombudsman decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Council’s agreement to provide an explanation and apology to Mrs A for the delay in responding to the complaint and to issue its full complaint response within 4 weeks.