Summary: We will not investigate Ms X’s complaint about parking provision near her child’s school. This is because there is not enough evidence of fault to justify an investigation.

The complaint

1. Ms X complains about changes the Council has made to parking restrictions near her child’s school. She says the changes have caused significant distress and inconvenience to her and to her child who has hidden disabilities
2. Ms X also complains about the way the Council dealt with her complaints. She is seeking changes to parking provision and a payment in recognition of the impact the issue has had.

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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 there is not enough evidence of fault to justify investigating.

(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 the complainant.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Ms X complained to the Council in 2025 following its changes to parking controls near her child’s school. She explained the changes were having a significant impact on her child’s health and well-being.
7. The Council responded to explain the parking provision had been causing issues for residents in the area, so it was testing some changes to see what could be done. It went on to explain that based on feedback it had received about the changes, it had removed some of its additional restrictions.
8. The Council explained the change it had now made meant the nearest unrestricted road where Ms X can park when she takes her child to and from school is now the same as it has been since 2015.
9. It explained the consultation it has carried out and was continuing to carry out, and why this did not include individual contact with Ms X. It also invited her to request any reasonable adjustments needed so those could be considered.
10. The Council is not required to provide parking outside schools for parents. The Council has provided an explanation as to why it tried changes to parking in the area but ultimately confirmed that parents can park on the same unrestricted road as they could before its 2025 changes.
11. It is unlikely we would find the Council at fault here, which means further investigation would not be justified.
12. It is not a good use of public resources to investigate complaints about complaint procedures, if we are unable to deal with the substantive issue.

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Final decision

13. We will not investigate Ms X’s complaint because there is not enough evidence of fault to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman