News
Health Board’s failures in complaints handling

Apology and explanation: Only provided after the persistent efforts
HYWEL DDA UHB has been the subject of a stinging rebuke by the Public Services Ombudsman (PSO) in relation to abject failures in its complaints handing system.
In June 2014, a concerned parent had complained to the Board concerning her son’s ophthalmic care.
The Board did not respond to the complaint.
The frustrated mum complained to the Ombudsman in January this year, asking him to investigate the Health Board’s handling of her complaint and get a response.
HEALTH BOARD DID NOT COMPLY
The Ombudsman resolved the complaint as the Board agreed to undertake a number of actions, which included an apology, financial redress, and confirmation of when a written response would be sent to the parent.
These actions were to be completed by March 15.
Two months later and almost two years since the mum’s complaint was received, the Health Board had not complied with the promises it made to the Ombudsman.
The Ombudsman makes it clear in his report that he is not impressed with the Board’s lackadaisical approach.
STRONG WORDS FOR BOARD
The report issued found: ‘The apology and explanation was only provided after the persistent efforts of my officer in chasing up the letter (after the March 15 deadline).
The Ombudsman goes on to state that his officer was told conflicting information by Health Board staff when pursuing the matter and observed: ‘When it finally arrived, on March 29, two weeks beyond the agreed date, the letter bore the date of March 15. At best this was another example of tardy delay between composing a letter and actually sending it, for no obvious good reason. At worst, it was an attempt to imply, and influence me to conclude, that the Health Board had fully complied within the agreed deadline’.
Moreover, the Board had failed to provide any response to the parent’s complaint and, at the time the Ombudsman issued their report this week, had still failed to respond to her complaint.
OMBUDSMAN’S ‘SERIOUS CONCERNS’
The Ombudsman concluded: ‘The events giving rise to me issuing this report cause me serious concerns about the Health Board’s management of its complaints handling function and also, in light of the above evidence, its candour and governance. It explicitly agreed to undertake actions, as a result of which I did not conduct an investigation into its complaints handling, as I might have and could have done. It then misinformed my CO about the sending of the letter and has further misinformed both the complainant and me about when it would issue the awaited complaint response.
‘Despite my sending the Chief Executive a draft copy of this report, it is disappointing to note that I received no formal acknowledgement of it nor have I received (at the time of my arranging the final text of this report) any formal indication from him that he will implement [the further recommendations made]’.
BOARD BOSS’ APOLOGY
Hywel Dda UHB Chief Executive Steve Moore issued a statement responding to the Ombudsman’s criticisms.
‘On behalf of the health board, I would like to apologise unreservedly for the way in which we handled a complaint about the care received by one of our patients, following a report by the Public Services Ombudsman for Wales.
‘It is indefensible and should never have happened. I would like to confirm that all actions required by the Ombudsman have been under-taken, although I accept he did not receive my confirmation of this prior to writing his report, and for that I also apologise.
‘We acknowledged last year that our ability to respond in a timely way to all concerns was not fit for purpose, as we had acquired a significant backlog. This is not an excuse but an explanation of where we were.
Since then, we have invested the time and money to address this and made significant improvements to our ability to manage concerns appropriately and in a timely way. We are also strengthening the integration of formal correspondence in the health board to prevent something like this from happening again.
‘We want to ask our population to trust in us that we have made significant improvements and not to be discouraged from logging a concern as it is important to us to redress people who have not received the care they should expect and so we can learn and share valuable lessons to inform continual improvement to our services’.
Local Government
Sewage leak at Pembroke Commons prompts urgent clean-up works
Council pollution officers say they have no enforcement powers over Welsh Water infrastructure
SEWAGE contamination on the Commons in Pembroke has prompted an urgent response from pollution officers, after a leak was reported by a member of the public on Tuesday.
PEMBROKESHIRE County Council’s Pollution Control Team confirmed they were alerted yesterday afternoon to sewage surrounding a manhole cover on the site. The Herald understands that officers immediately notified Welsh Water (DCWW) network technicians to investigate the incident “as a matter of urgency”.
County councillor Jonathan Grimes, who represents Pembroke St Mary South and Monkton, said the authority had been clear that it holds no enforcement powers over Welsh Water assets.
“Whilst we work constructively with Welsh Water, we have no authority to intervene on their apparatus or to carry out enforcement action against them for such pollution incidents,” the Pollution Control Team said in a statement shared with the councillor.
Urgent works underway
Council officers visited the site on Wednesday morning alongside contractors and Welsh Water technicians to assess clean-up options. According to the team, works will include cleaning the contaminated ground in and around the manhole cover and fencing off the affected area “until safe”.
Cllr Grimes said officers would return to the scene on Thursday to check on progress and ensure the area is properly secured.
Residents who notice any further issues have been urged to contact the Pollution Control Team directly.
Further updates are expected later this week.
Local Government
Pembrokeshire Council faces backlash over £2.5m housing ‘buying spree’
Critics say policy inflates numbers while new-build programme stalls
PEMBROKESHIRE COUNTY COUNCIL is under growing pressure over its multi-million-pound programme of buying back former council houses, with critics warning that the strategy gives the illusion of progress while long-promised new-builds remain stuck on the drawing board.
The latest criticism comes from Milford Haven councillor Mike Stoddart, who has accused the authority of “standing still” by funnelling Housing Revenue Account (HRA) cash into purchasing properties that were once part of the council’s own stock.
Stoddart said the council’s approach “doesn’t increase the housing stock – it merely moves people from the private sector into the public sector”.
He added: “It would be much better if the money was spent on building anew.”
A temporary fix that became permanent
The buy-back scheme began in 2017 when the council adopted a new inflation-linked rent regime that delivered sizeable HRA surpluses. At the time, officers described buying ex-council homes on the open market as a “stop-gap” measure until the new-build programme ramped up.
But that programme has repeatedly faltered. Major schemes in Johnston and Tiers Cross have been hit by cost overruns of around 66%. In Milford Haven, new flats on Charles Street are costing close to £300,000 each for a one- or two-bed unit, before adding land costs, architects’ fees and planning expenses.

Stoddart said the pattern amounted to a “disaster”, arguing that buying existing homes had become the authority’s default option. “It gives the impression of making progress while actually standing still,” he said.
Brownfield sites left idle
In Stoddart’s own ward, three former school sites have stood empty since 2018. Their redevelopment is not expected to begin until 2027 or 2028. Meanwhile, the council’s purchasing programme has accelerated.
A Cabinet report for late 2025 shows more than £2.5 million spent on acquisitions in just the first half of the year.
The most striking deal was a bulk purchase of five homes in Harcourt Close, Hook, for £1.851 million — almost £400,000 each. Stoddart said the developer would think “all his birthdays have come at once”, with the council avoiding estate agents’ fees, reducing legal costs and allowing the seller to immediately stop paying interest to the bank.
Thirteen high-value purchases
All properties were bought for over £100,000 and moved into the council’s HRA stock:
| Address | Location | Price | Completion |
|---|---|---|---|
| 32 Southdown Close | Pembroke | £115,000 | 29/07/2025 |
| 8 Hyfrydle | Letterston | £115,000 | 01/08/2025 |
| 6 Precelly Place | Milford Haven | £120,000 | 22/09/2025 |
| 50 Heywood Court | Tenby | £125,000 | 02/10/2025 |
| 33 Croft Avenue | Hakin, Milford Haven | £130,000 | 20/10/2025 |
| 7 Hyfrydle | Letterston | £135,000 | 05/09/2025 |
| 18 St Clements Park | Freystrop | £140,000 | 14/07/2025 |
| 55 College Park | Neyland | £140,000 | 28/10/2025 |
| 26 Baring Gould Way | Haverfordwest | £146,000 | 15/08/2025 |
| 25 Station Road | Letterston | £170,000 | 10/10/2025 |
| 16 Woodlands Crescent | Milford Haven | £283,000 | 31/10/2025 |
| 26 & 27 Harcourt Close | Hook | £744,000 | 22/10/2025 |
| 23, 24 & 25 Harcourt Close | Hook | £1,107,000 | 30/07/2025 |
All purchases were made from HRA reserves with no borrowing, a point the council highlights as prudent financial management.
Fears over market distortion
Stoddart also warned that the authority’s deep pockets may be pricing out young families by outbidding first-time buyers for entry-level homes. “If classical economic theory is to be believed, it’s forcing up the price,” he said.
House prices in Pembrokeshire have risen around 15% in the past year, according to recent ONS data. Local estate agents, speaking anonymously, told this newspaper that council intervention “definitely nudges prices upward” in hotspots like Hook, Neyland and Milford Haven.
Council defends strategy
A council spokesperson said the approach was necessary to deliver homes “immediately” amid chronic shortages.
“Acquiring existing properties allows us to respond quickly to housing need,” they said. “New-builds remain a priority, but delays in planning, construction and funding mean we must use all available tools to meet demand. All purchases represent value for money and are compliant with our HRA strategy.”
Housing charity Shelter Cymru took a different view, arguing that “recycling stock is not a substitute for expansion”. The charity says Pembrokeshire needs around 500 new affordable homes a year to meet demand.
‘Residents deserve homes, not headaches’
Social housing waiting lists in Pembrokeshire now exceed 2,000 applicants. With another Cabinet briefing due later this month, Stoddart says he will push for a fundamental rethink.
“It’s time to stop standing still,” he told this newspaper. “Our residents deserve homes, not headaches.”
News
Angle RNLI launch stood down after false distress beacon alert
ANGLE RNLI were paged at 10:47am this morning after an EPIRB (Emergency Position Indicating Radio Beacon) was triggered on a local fishing vessel in the Dale Roads area.
Dale Coastguard Rescue Team was also tasked to investigate the alert.
As the lifeboat crew prepared to launch, further checks by HM Coastguard — along with direct contact from the vessel’s skipper — confirmed the beacon had been activated accidentally.
With no-one found to be in difficulty, the launch was cancelled.
-
Crime2 days agoDefendant denies using Sudocrem-covered finger to assault two-month-old baby
-
Crime6 days agoMan denies causing baby’s injuries as police interviews read to jury
-
Crime1 day agoPembroke rape investigation dropped – one suspect now facing deportation
-
News1 day agoBaby C trial: Mother breaks down in tears in the witness box
-
Crime7 days agoMan denies injuring baby as jury hears police interview in ongoing abuse trial
-
Crime2 days agoLifeboat crew member forced to stand down after being assaulted at Milford pub
-
Crime2 days agoDefendant denies causing injuries to two-month-old baby
-
Crime2 days agoPembrokeshire haven master admits endangering life after speedboat collision








