Summary: We will not investigate Mr X’s complaint about the Council’s consideration of Blue Badge holders when it installed automatic barriers in a car park. The Council replied to Mr X’s complaint and explained its considerations, and further investigation would not lead to a different outcome.

The complaint

1. Mr X complained the Council failed to properly consider the needs of drivers who were Blue Badge holders, when it installed an automatic barrier system in a car park.
2. Mr X also said the Council delayed providing a facility to allow Blue Badge holders to register online and this meant he had to unnecessarily queue for an available ticket machine. Mr X wants the Council to learn from the implementation of this system and to pay him compensation for the inconvenience.

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The Ombudsman’s role and powers

3. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service but must use public money carefully. We do not start or continue an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

4. I considered information provided by Mr X and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mr X was dissatisfied because the Council introduced a new automatic barrier system to access one of its car parks. Mr X said this meant he now had to queue and scan his blue badge at a ticket machine. Mr X was also unhappy about various aspects of the way the Council had introduced the new system, which he said did not fully consider the needs of Blue Badge holders.
7. The Council replied to Mr X’s complaint at stage one and stage two of its complaint procedures. In those responses it said:
• It was piloting a new scheme;
• it installed new ticket machines because of increased demand, and;
• it had identified learning because of the implementation and Mr X’s complaint.
8. The Council also apologised there had been a delay in making a facility available to Blue Badge holders, which would allow them to register online.
9. The Council has given Mr X an explanation in response to his complaint, it has identified learning and apologised for delays in him being able to access the online facility. Because of these factors, I am satisfied that further investigation is not justified because it would not lead to a different outcome.

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Final decision

10. We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman