Investigation Report 200601252

  • Report no:
    200601252
  • Date:
    April 2008
  • Body:
    East Lothian Council
  • Sector:
    Health

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.

Updated: December 11, 2018