Overview
The complainant (Ms C) was aggrieved at East Lothian Council (the Council)'s decision to require her to pay a £69 access charge in order to allow her gas appliances to receive an annual check. She complained that the new procedure was not explained sufficiently to tenants and that the Council were unreasonable in requiring her to pay this given that she had made attempts to provide access.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the Council were unreasonable in requiring her to pay an access charge of £69 (not upheld); and
- (b) the Council failed to explain sufficiently the new system to tenants (partially upheld).
Redress and recommendations
The Ombudsman recommends that:
- (i) in the particular circumstances which applied to Ms C, the Council reconsider their demand that she pay the £69 access charge; and
- (ii) in this case, as there appeared to be some confusion about access visits and requests for access visits, the Ombudsman suggests that the Council review the terms of their standard letters and those of British Gas.
The Council have declined to accept the Ombudsman's recommendations.