Wirral Metropolitan Borough Council (19 010 734)

Category : Other Categories > Leisure and culture

Decision : Closed after initial enquiries

Decision date : 26 Mar 2020

The Ombudsman's final decision:

Summary: The Ombudsman will not investigate Mr X’s complaint about a reduction in service at a swimming pool which has reduced lane swims in favour of a swimming club. The Council has agreed to write to Mr X under stage 2 of its complaint procedure. Mr X may return to the Ombudsman if he disagrees with the outcome.

The complaint

  1. Mr X complains the Council has reduced the service to the public at a swimming pool in favour of a swimming club. He says the numbers of lanes available have reduced from six to two and the duration of swims is reduced. He says this has an adverse impact on his fitness and mental wellbeing.
  2. Mr X complains the Council has not replied to his communications or complaints properly.

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The Ombudsman’s role and powers

  1. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service but must use public money carefully. We may decide not to start an investigation if satisfied with the action a council has agreed to take.

(Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

  1. I have considered Mr X’s information and comments and clarified the position with the Council.

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What I found

  1. The Council replied to Mr X but did not deal with his request for the complaint to be dealt with under stage 2 of its complaint procedure.

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Agreed action

  1. The Council has agreed to write to Mr X at stage 2 of its complaint procedure and reply further to his complaint.
  2. I have recommended to the Council that it would be helpful to explain what public swim sessions are available and when. It would also be useful to answer Mr X’s point that the new arrangements make it more difficult for him and others to maintain fitness.

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Final decision

  1. The Ombudsman will not investigate Mr X’s complaint about a reduction of service (lane swims) at a swimming pool which favours a swimming club. The Council has agreed to write to Mr X under stage 2 of its complaint procedure. Mr X may return to the Ombudsman if he disagrees with the outcome.

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Investigator's decision on behalf of the Ombudsman

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