London Borough of Redbridge (24 020 524)
Category : Transport and highways > Traffic management
Decision : Closed after initial enquiries
Decision date : 24 Mar 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about box junctions because there is insufficient evidence of fault by the Council.
The complaint
- The complainant, Mrs X, says there are too many box junctions in the borough and the Council has not considered the impact on drivers. She wants the Council to hold a consultation.
The Ombudsman’s role and powers
- 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 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))
How I considered this complaint
- I considered information provided by Mrs X. This includes the complaint correspondence. I also considered our Assessment Code.
My assessment
- Mrs X complained to the Council about box junctions. She says they could be replaced by ‘keep clear’ markings and the Council should carry out a consultation.
- The Council explained that box junctions are needed at some junctions to ensure safe traffic flow. It said some junctions used to have ‘keep clear’ markings but drivers did not respect them. The Council explained it installs box junctions when traffic surveys show there are obstructions. The Council said it had no plans to remove any box junctions.
- I will not start an investigation because there is insufficient evidence of fault by the Council. Mrs X thinks there are too many box junctions, but they are one of the traffic management tools available to the Council. The Council responded appropriately to Mrs X’s concerns by explaining why it uses box junctions and why ‘keep clear’ markings are not an effective alternative.
- I appreciate Mrs X disagrees with the Council’s response but there is no suggestion of fault and it is not our role to tell a council it must carry out a consultation. Mrs X could speak to her local councillors but it would be for the Council to decide whether to do a consultation or change its approach to box junctions.
Final decision
- We will not investigate this complaint because there is insufficient evidence of fault by the Council.
Investigator's decision on behalf of the Ombudsman