Miss A complained about Cardiff Council’s handling of her Community Trigger request (an antisocial behaviour case review) and the response she received to her formal complaint.
The Ombudsman found that the Council’s response to her complaint did not accurately address her concerns about the delay in its handling of her Community Trigger request or whether that request was handled in accordance with relevant policies, procedures and timescales. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 4 weeks, issue a further complaint response to address Miss A’s concerns. The response is to include an apology for the first response not including the contact it received from her following the Community Trigger acknowledgment letter it sent, and to offer £75 financial redress in recognition for the time and trouble in making the complaint.