Pembrokeshire County Council

Mrs A complained that she has been experiencing damp and mould in her home for the past four years. She said Pembrokeshire County Council had tried to paint over it, but the damp and mould was still coming through and, as a result, furniture, clothing, toys and flooring needed to be replaced.

The Ombudsman found that whilst the Council had previously carried out damp surveys and visits to Mrs A’s home, it was unclear whether the remedial works identified and further investigations recommended had been completed. She also found the Council had not responded to Mrs A’s stage 2 complaint. The Ombudsman decided to settle the complaint without investigation.

The Ombudsman sought and gained the Council’s agreement to, within 2 weeks, arrange to arrange with Mrs A to undertake a full damp and mould inspection and inform her of the access requirements. Also, within 4 weeks, to issue a response to Mrs A’s stage 2 complaint, which is to include an apology, the findings of the inspection and the Council’s next steps, and details on how to submit a compensation claim.