Mr A complained that Cardiff Council failed to address the necessary repairs to his boiler. He said that when he contacted the Council to report the issue, he felt that his concerns were dismissed, and that the officer’s tone during the call was aggressive. Mr A also complained about the contact restrictions imposed under the Council’s Unacceptable Actions by Customer Policy. He said that the Council had not provided him written confirmation of the restrictions, or an explanation of what would constitute an emergency.
The Ombudsman noted that Mr A had raised concerns with the Council regarding the boiler, but that the Council had not provided a formal written response. The Ombudsman also noted that Mr A had not submitted a formal complaint about the contact restrictions imposed by the Council. The Ombudsman considered that the complaint could be resolved without the need for a formal investigation.
To facilitate this resolution, the Ombudsman sought and obtained the Council’s agreement to provide Mr A, within one month, a written response that specifically addressed the concerns raised in his complaint to the Ombudsman.