Housing : Pembrokeshire County Council

Miss M complained that Pembrokeshire County Council failed to action housing repairs that she had reported, and further complained that she had not received a complaint response.

The Ombudsman decided that the Council had failed to provide regular and meaningful updates and had not issued a complaint response. She said that this caused frustration and uncertainty to Miss M. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to provide an apology and explanation to Miss M for the delay and failure to provide regular and meaningful updates, and contact Miss M to arrange a visit for the defects to be viewed within one week. The Council also agreed to offer Miss M redress of £50 and issue a complaint response within 4 weeks.