Summary: We will not investigate Mr X’s complaint about payment methods for parking charges. This is because we cannot add to the Council’s complaint response and in any case we cannot achieve the outcome Mr X wants.

The complaint

1. Mr X complained that the Council makes it hard to pay for car parking via methods other than smart phones. Mr X stated that as a result, he has been unable to park near small shops and services. He would like the Council to ensure that payment systems for parking are available for individuals without mobile phones.

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The Ombudsman’s role and powers

2. 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:

• we could not add to any previous investigation by the organisation, and
• we cannot achieve the outcome someone wants

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

5. Mr X complained that the Council had removed parking meters. The Council’s two payment options for parking were an online payment system, or via an in-person payment system from a number of locations listed on the Council website.
6. Mr X said that he had experienced problems in accessing the in-person payment system to pay for parking. He reported this to the Council.
7. The Council responded to Mr X’s complaint and apologised for the difficulties he had experienced. The Council said that it would carry out a mystery shopping exercise to identify any issues with the in-person payment system. The Council also said that it was trying to increase the number of in-person payment system locations.
8. We would not be able to add to the Council’s response on this matter. It has apologised and said what it will do to increase access to and identify issues with the in-person payment system.
9. Mr X would like the Council to use a payment system for parking that did not require users to walk long distances to pay for parking. We are not able to tell the Council how to implement changes to its facilities.

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Final decision

10. We will not investigate Mr X’s complaint because we cannot add to the Council’s response and in any case, we are unable to achieve the outcome Mr X wants.

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Investigator's decision on behalf of the Ombudsman