Overview
The complainant (Mr C) complained about noise nuisance from a neighbouring bus station. He was concerned that adequate acoustic screening had not been put in place following a redevelopment and that complaints about continuing nuisance were not handled appropriately by The City of Edinburgh Council (the Council).
Specific complaint and conclusion
The complaint which has been investigated is that the Council have not dealt adequately with noise nuisance from a local bus station (upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) undertake a thorough review of the complaints handling procedures of the departments involved to ensure that complainants and Council staff understand how complaints should be processed and dealt with. On this point the Ombudsman draws the Council's attention to the Valuing Complaints initiative produced by the Ombudsman's office;
- (ii) develop appropriate policies and procedures for dealing with noise nuisance;
- (iii) take noise readings to assess the adequacy of the arrangements already put in place; and
- (iv) apologise to Mr C for their poor handling of his complaint.
The Council have accepted the recommendations and will act on them accordingly.