Overview
The complainant (Ms C) raised a number of concerns that East Lothian Council (the Council) Building Control Department failed to provide her with an appropriate service during the construction of her home. In particular, she considers that because of poor administration, the Council failed to respond to her enquiries and mislaid documentation sent to them causing delay and additional expense.
Specific complaints and conclusions
The complaints which have been investigated are that the Council:
- (a) failed to respond to Ms C's telephone and written enquiries concerning roof trusses during January and February 2005 (upheld);
- (b) failed to make any specific comment on the fact that Ms C had to re-engage her builder to complete a further Completion Certificate application and Electrical Certificate when these had already been received by the Council and were on file (upheld);
- (c) did not properly consider Ms C's claim for compensation (upheld); and
- (d) failed to follow their formal complaints procedure when dealing with Ms C's complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) ensure that it has suitable procedures in place to prevent documentation being overlooked in future;
- (ii) remind all relevant staff of the importance of responding to requests for compensation; and
- (iii) review its compliance with its complaints procedures to ensure that complainants are kept informed if timescales cannot be met.
The Council have accepted the recommendations and will act on them accordingly.