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

Mr N complained that the Council took 20 months to resolve an issue with a foul smell in his apartment. The Council’s reasons for the delay were that it required access to a neighbouring flat. Mr N says that for 4months the flat was vacant so access could have been possible.

The Ombudsman decided that although the issue had now been resolved, multiple mistakes had been made and there had been a lack of communication between the teams involved which caused frustration and inconvenience to Mr N.

The Ombudsman decided to settle the complaint without an investigation. She sought and gained the Council’s agreement to write to Mr N within two weeks to apologise and offer£250 in recognition of its failings.