Increased use of towpaths results in more Ombudsman enquiries
THE Waterways
Ombudsman and the Waterways Ombudsman Committee have issued their annual reports for 2020/21. This is the second annual report of the Ombudsman, Sarah Daniel.
During the year, the Ombudsman received 77 enquiries about the Canal & River Trust, a substantial rise in number from the previous year when there were 41. The number of premature complaints more than doubled on the previous year’s number to 34.
Ten new investigations were opened, a small rise from eight last year and the number of complaints resolved was eight.
Sarah said: “This year has been unprecedented in terms of external world events, which has in part impacted on the enquiries received, a number of which were about the increased use of the towpaths by all and associated problems this brings.
“As more people enjoy the space around the waterways the trusts have to continue to work hard to make that possible.”
• Of the eight complaints resolved, three were upheld in part, one was settled and four were not upheld. A goodwill award was proposed in one case which was partly upheld, which the complainant accepted. In the upheld complaint a goodwill award and apology was required.
• As in the previous year there was a very diverse range of complaints, and again the majority were about boating issues. The common thread was communication problems.
The Ombudsman’s report includes summaries of all completed investigations. It also includes details of other work completed by Sarah this year and sets out details of future work plans for the committee and the Ombudsman for the coming year.
The Waterways Ombudsman Scheme continues to be approved by its Competent Authority, the Chartered Trading Standards Institute, in line with the requirements set out in the ADR (Alternative Dispute Resolution) Regulations. It deals with complaints about the Canal & River Trust and the Avon Navigation Trust, which are referred to the Ombudsman after completion of their own complaints process.
The Waterways Ombudsman Committee oversees the work of the scheme and remains satisfied with the operation and funding of the scheme.