Overview
The complainant (Mr C) raised a number of concerns about how the repairs contract on his property was managed and his dissatisfaction with the increased cost from the original estimate.
Specific complaints and conclusions
The complaints which have been investigated are:
- (a) failure to adequately supervise work on site and ensure costs were minimised (partially upheld);
- (b) failure to maintain contact with the complainant and consult with him about additional works (not upheld);
- (c) failure to ensure that the work was carried out on time and in accordance with the statutory notice schedule (upheld); and
- (d) failure to comply with their customer care charter (not upheld).
Redress and recommendations
The Ombudsman recommends that the Council review and reinforce the advice given on site visits and ensure that the guidance makes clear to officers that they are required to record every site visit which is carried out.