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

Miss X complained that the Isle of Anglesey County Council failed to formally respond to her complaint submitted in August 2023.

The Ombudsman decided that the Council had not acted in accordance with its formal complaint process, and that there was oversight in responding formally to the complaint. She said this caused frustration and uncertainty to Miss X. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to issue an apology for the delay and oversight in responding, and issue a formal complaint response within 2 weeks.