Overview
The complaint concerned the handling of an appeal against a local authority planning decision by the Scottish Executive Inquiry Reporters Unit (SEIRU). The complainant alleged that SEIRU failed to follow their own procedures. He also alleged that communication from SEIRU was of a poor standard and that SEIRU/the Reporter failed to explain decisions, resulting in the complainant (Mr C)'s view that SEIRU lacked accountability.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the SEIRU failed to follow their own procedures (not upheld)
- (b) the Reporter failed to explain decisions (not upheld); and
- (c) there was poor communication from SEIRU (upheld).
Redress and recommendations
The Ombudsman recommends that SEIRU:
- (i) should consider when writing to complainants how best to give clear, plain English, explanations supported by references to relevant statute where appropriate;
- (ii) should consider developing guidelines for Reporters on recording measurements and their presentation in letters and reports; and
- (iii) should ensure that its complaints procedure is made clear to complainants at an early stage after they have made their complaint.
SEIRU have accepted the recommendations.