Overview
Mr C had objected to a planning application relating to a neighbour's extension. This was granted and building work began. Mr C became concerned that the extension did not comply with the planning consent grant, was of poor standard and he objected to an application for a variation of the planning consent submitted by his neighbour. 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) enforce to all staff dealing with the public, in relation to planning and building regulation matters, the importance to communicate with them as clearly and accurately as possible;
- (ii) apologise to Mr C for their delay in responding to him and his MSP;
- (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.