Summary: We will not investigate Mrs X’s complaint the County Council did not investigate and address traffic noise caused by idling buses. We cannot achieve the outcome Mrs X wants.

The complaint

1. Mrs X complains bus drivers keep their engines running while waiting at a bus stop near her house. Mrs X says this causes excessive noise, vibration and pollution. She complains this problem started in April 2025 when there were changes to bus routes.
2. Mrs X complains the County Council did not properly consider this issue and has not acted to address the problem.
3. Mrs X also complains the County Council has not taken responsibility to resolve the issue and she has been referred to other organisations.

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The Ombudsman’s role and powers

4. 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:

• there is not enough evidence of fault to justify investigating, or
• any injustice is not significant enough to justify our involvement, or
• we cannot achieve the outcome someone wants, or
• there is another body better placed to consider this complaint. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

7. Mrs X complained to the County Council about the buses idling at the bus stop following changes to bus routes in April 2025. She complained this caused excessive noise, vibration and air pollution.
8. The County Council explained to Mrs X the District Council is responsible for monitoring and assessing air quality as it is the body responsible for Environmental Health. I cannot investigate this part of Mrs X’s complaint as the County Council is not responsible for air quality and air pollution. Mrs X needs to complain to the District Council about this issue.
9. The County Council explained to Mrs X it cannot reduce the number of buses at this location as the bus company is responsible for deciding bus frequency and operations. The County Council advised it had discussed Mrs X’s concerns with the bus company who confirmed it had informed its drivers not to idle unnecessarily at this bus stop. The County Council cannot control bus frequencies, decide how many buses run, or compel the transport company to alter its commercial services. Mrs X needs to complain to the bus company about these issues.
10. As a Highway Authority, the County Council is responsible for considering suitable solutions to manage noise produced by traffic. The County Council is required to investigate the results of noise mapping undertaken previously by DEFRA in 2019, including identified Noise Important Areas (NIAs). There is no legal limit to road noise and statutory noise nuisance laws do not apply to noise from traffic.
11. The County Council considered Mrs X’s complaint and relevant noise mapping information and noted the bus stop was not within an NIA. The County Council reviewed relevant data and noted that the frequency of buses returned to pre-Covid levels in April 2025, so it was likely that Mrs X had previously experienced some noise disturbance even if she had not noticed it before. The County Council contacted the transport company regarding Mrs X’s concerns and said it would consider Mrs X’s request for noise deadening materials to be used should the bus stop footprint be enlarged. The County Council also explained the limits of its powers.
12. I will not investigate Mrs X’s complaint the County Council did not take action to investigate and address excessive traffic noise caused by idling buses. The County Council considered Mrs X’s complaint and took reasonable steps to consider suitable solutions to manage the noise produced by the idling buses. The County Council spoke to the bus company and informed Mrs X it would consider using noise deadening materials should the bus stop footprint be enlarged. I will not investigate Mrs X’s complaint because I cannot achieve the outcome Mrs X wants.
13. I will not investigate the matter of complaint handling as it is not a good use of public resources to investigate complaints about complaint handling when we are not looking at the substantive issue.

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Final decision

14. We will not investigate Mrs X’s complaint the County Council did not investigate and address traffic noise caused by idling buses. We cannot achieve the outcome Mrs X wants.

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Investigator's decision on behalf of the Ombudsman