Summary: We will not investigate this complaint about the Council’s automated system cancelling Mr X’s long-standing resident parking permit. This is because there is insufficient evidence of fault by the Council.

The complaint

1. Mr X complains about the Council’s automated system which cancelled his long-standing resident parking permit. He says because of this, he has now had to join a long waiting list to rejoin. Mr X says this has caused him and his family significant stress as they can no longer park near their property. He wants the Council to override its system and reinstate the parking permit.

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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 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

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

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My assessment

5. Mr X renewed his parking permit four days after it expired. In accordance with its policy, the Council cancelled the permit and added him to the waiting list.
6. Mr X asked the Council to reconsider its decision because of his family circumstances and the difficulties caused by being unable to park near his home. The Council considered his circumstances but explained it could not prioritise or allocate permits on the basis of personal or household circumstances. It said it applied the same process consistently to ensure fairness.
7. The Council applied its policy and considered Mr X’s individual circumstances before reaching its decision. There is insufficient evidence of fault in how it made that decision. I therefore cannot question its merits.

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Final decision

8. We will not investigate Mr X’s complaint because there is insufficient evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman