Overview
Mr C had objected to a planning application submitted by his neighbour (Mr D) for an extension. This was granted and building work began. Mr C was unhappy that planning consent was granted and also became concerned that the extension did not comply with the planning consent granted and was of poor standard. He objected to an application for a variation of the planning consent submitted by his neighbour and complained about the way his application was handled. Mr C was also unhappy that he did not receive a final response to his complaints from the Council.
Specific complaints and conclusions
The complaints which have been investigated are that the Council:
- (a) failed to deal correctly with a planning application and a subsequent application for variation of the application (not upheld);
- (b) did not respond appropriately to concerns raised during the building process (not upheld); and
- (c) did not respond in full to Mr C's formal complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) review the Department's guidance to staff dealing with complaints raised about building works to ensure that, where appropriate, one named member of staff be identified to deal with the complainant's correspondence;
- (ii) apologise to Mr C for their delay in responding to him and his MP;
- (iii) review their complaints procedure to ensure that they meet their own standards; and
- (iv) review their procedures for responding to the Ombudsman's office to ensure that they do so without undue delay.
The Council have accepted the recommendations and will act on them accordingly.