This month we published decision reports from 14 complaints investigated by the Ombudsman.
Sector breakdown:
- Health: 9
- Health and social care: 1
- Housing associations: 2
- Water: 1
Outcomes:
- Fully upheld: 1
- Some upheld: 1
- Not upheld: 2
- Resolved: 1
We made 28 recommendations to public bodies.
In one case we investigated, a charity complained on behalf of a resident of their property, stating that a housing association failed to respond reasonably to reports of antisocial behaviour by one of its tenants. Both properties were in the same block.
We found that the association did not progress the reports of antisocial behaviour in line with their procedure and did not keep full and accurate records which contributed to them making an inaccurate statement to the charity.
We asked the association to apologise to the charity and their residents and ensure they follow their antisocial behaviour procedure.
In another case, a customer was in dispute with their water provider over fixed water charges for their dog grooming salon that had recently ceased trading.
We found that the water provider did not make it clear to the complainant that they had the option of de-registering their water connection or applying for permanent disconnection.
The water provider also did not adequately challenge Scottish Water’s refusal to backdate charges, even though the complainant, as their customer, could not dispute this directly.
We asked the provider to apologise and refund the charges.