Summary

Ms X complains the Council has failed to investigate her complaints of noise nuisance since December 2015, causing her to suffer ill-health and leave her home.

Finding

The Ombudsman upheld the complaint and found fault  causing injustice.

Recommendations

To remedy the injustice caused the Council has agreed to carry out the following actions:

• provide a written apology to Ms X for refusing to investigate her complaint;

• investigate Ms X’s complaint and report its findings to Ms X, within six weeks;
• amend its Policy as necessary, to ensure it complies with its statutory duties;
• publicise locally the changes it has made, making clear that it will investigate those complaints it has previously refused to investigate if the nuisance complained of recurs or is ongoing. The Council should action this by 31 March 2019.

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