Overview
The complainant (Mr C) claimed that the Council failed to take appropriate action in response to complaints made by him and his wife (Mrs C) regarding the anti-social behaviour of two local residents and failed to consider witness statements and video evidence.
Specific complaint and conclusion
The complaint which has been investigated is that the Council failed to take appropriate action in response to complaints made by Mr and Mrs C regarding the anti-social behaviour of two local residents including the consideration of witness statements and video evidence (partially upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) apologise to Mr and Mrs C for failing to formalise their complaint into the Council's Feedback Procedure at the correct time;
- (ii) ensure any future complaints by Mr and Mrs C are dealt with in accordance with current procedural requirements; and
- (iii) ensure that staff involved with complaints of the same or a similar type are adequately trained in current Council procedures.
The Council have accepted the recommendations and will act on them accordingly.