Hertfordshire County Council (19 018 820)

Category : Transport and highways > Public transport

Decision : Closed after initial enquiries

Decision date : 20 Mar 2020

The Ombudsman's final decision:

Summary: The Ombudsman will not investigate this complaint about the adequacy of public transport links to Stansted and Luton airports. He is unlikely to find evidence of fault by the Council and the complainant could raise policy issues with his elected councillors.

The complaint

  1. The complainant, who I refer to here as Mr B, has complained the Council should provide a better bus service to Stansted and Luton airports.

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The Ombudsman’s role and powers

  1. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these.
  2. We provide a free service but must use public money carefully. We may decide not to start an investigation if, for example, we believe it is unlikely we would find fault. (Local Government Act 1974, section 24A(6), as amended)
  3. We cannot question whether a council’s decision is right or wrong simply because the complainant disagrees with it. We must consider whether there was fault in the way the decision was reached that is likely to have affected the outcome. (Local Government Act 1974, section 34(3), as amended)

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How I considered this complaint

  1. I have considered what Mr B said in his complaint.

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What I found

  1. Mr B believes the public transport links from his home to Stansted and Luton airports are inadequate. He would like the Council to introduce or support a more comprehensive service.
  2. The Council has explained to Mr B its rationale for supporting public transport services and why it cannot agree to his suggestions.

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Final decision

  1. I have decided we will not investigate this complaint. This is because it is for the elected Members of the Council to decide its public transport policy. We are unlikely to find evidence of fault by the Council and Mr B may be better advised to raise his concerns with his local councillors.

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Investigator's decision on behalf of the Ombudsman

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