Overview
The complainant raised a number of concerns regarding the installation of a bus stop outside his home. He claimed that the Council had failed to adhere to their Customer Care Policy in locating the stop outside his home and also breached health and safety policies. He also claimed that the Council failed to consider his privacy when deciding the location of the bus stop.
Specific complaints and conclusions
The complaints which have been investigated are the Council's failure to:
- (a) adhere to health and safety legislation when deciding on the site of the bus stop (not upheld);
- (b) adhere to the aims of the Customer Care Policy when deciding to install the bus stop (partially upheld); and
- (c) consider the impacts on Mr C's privacy when deciding on the location of the bus stop (not upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) review their procedures for locating bus stops; and
- (ii) issue an apology to Mr C for the failure to adhere to the Customer Care Policy in relation to Mr C's complaint.
The Council have accepted the recommendations and will act on them accordingly.