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

Mr L complained that Swansea Council failed to complete scheduled repairs within a timely manner and felt that there had been a breakdown in communication.

The Ombudsman decided that the Council had not responded to Mr L’s concerns in accordance with its complaints procedure and said that this caused frustration and delays for Mr L.

As an alternative to an investigation, the Ombudsman sought the Council’s agreement to apologise to Mr L for the delay in formally responding to his concerns, and to investigate his concerns formally in accordance with its complaints process, within 30 working days.