Overview
The complainants (Mr and Mrs C) intended to install solar panels on the roof of their home, in a conservation area in a town in East Lothian, and arranged a meeting at the Planning Service offices of East Lothian Council (the Council). They complained about the quality of advice given to them and about the way their subsequent complaint was handled.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) there was a failure at a pre-application meeting to give appropriate advice (not upheld); and
- (b) there were failures in the handling of the complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) assess the need to supplement internal guidance, with particular regard to the handling of requests for pre-application advice about the proposed installation of microgeneration equipment in conservation areas; and
- (ii) take steps to ensure that the outcome of pre-application meetings and advice are properly recorded.
The Council have accepted the recommendations and will act on them accordingly.