Other Benefits : Newport City Council

Ms A complained that she was unhappy with Newport City Council’s decision not to backdate funding she believed she was entitled to as a Guardian. Ms A said that over a period of 7 years, the Council had not kept in touch with her/the child in her care, from a wellbeing perspective.

The Ombudsman decided that the Council had correctly informed Ms A of her responsibility as a Guardian to report any changes in her financial circumstances/request a financial assessment. However the Council had not had an opportunity to respond to Ms A’s complaint about lack of contact. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to acknowledge Ms A’s complaint within 5 working days and agree to provide a response.