Overview
The complainant (Ms C) raised concerns with regard to a delay by East Lothian Council (the Council) in replacing windows in her home, in carrying out a repair to a damaged window lintel, and about the way her contact with the Council was recorded.
Specific complaints and conclusions
The complaints which have been investigated are that the Council:
- (a) unduly delayed in replacing the windows in Ms C's home (partially upheld);
- (b) unduly delayed in repairing a lintel above a window (upheld); and
- (c) failed to keep an accurate record of Ms C's contact with them (partially upheld).
Redress and recommendations
The Ombudsman recommended that the Council:
- (i) apologise to Ms C for the delays which occurred in installing the new windows and for implementing the repair to the lintel above the living room window; and
- (ii) make Ms C an appropriate payment in recognition of the costs she incurred in pursuing matters with them.
The Council have accepted the recommendations and will act on them accordingly.