Repairs and maintenance (inc dampness/improvements and alterations eg central heating. double glazing) : Pembrokeshire County Council

Mrs Q complained about excessive delays by the Council in carrying out repairs, maintenance, an investigation into the electricity supply, erecting a fence and collecting waste at her property.

The Ombudsman found that the Council had taken appropriate action to get to the bottom of Mrs Q’s electricity issues. Electricity usage monitoring equipment was installed in August 2019 which indicated that there was nothing wrong with the electricity supply, and the high costs likely due to excessive usage. Despite more concerns raised by Mrs Q, the Council appropriately installed monitoring equipment again in July 2021, with the same outcome.

With regard to repairs and maintenance and the erection of a fence, the Council had offered a sum of money to Mrs Q – the costs of repairs and maintenance were included within the figure. When this offer was eventually rejected, and following the Council’s stage 2 complaint response, the Ombudsman was satisfied that the Council immediately undertook appropriate repairs and works and sought to fulfil its legal obligations.

With regard to refuse collection, the Ombudsman was satisfied that, following the Council’s stage 2 complaint response, it had identified that there were delays, apologised to Mrs Q and sought to remedy the situation as soon as possible.

The Ombudsman did not uphold the complaint.