The Ombudsman's final decision
Summary: We will not investigate this complaint about bus drivers leaving engines running while at the bus stand opposite the complainant’s home. It is unlikely further investigation will lead to a different outcome. Nor can we achieve the outcome the complainant is seeking.
The complaint
The complainant, I shall call Mr B, complains Transport for London (TfL) allows buses to wait at a bus stand opposite his home with their engines running.
He says the vibrations cause disturbed sleep and health problems. He wants TfL to ensure drivers are properly trained going forward and to consider using another bus stand in a nearby road.
The Ombudsman’s role and powers
The Ombudsman investigates 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 or may decide not to continue with an investigation if we decide: further investigation would not lead to a different outcome we cannot achieve the outcome someone wants (Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by Mr B and the Authority.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr B lives opposite a bus stand/stop. He complains drivers of buses on a particular route leave the engines running causing vibrations which affect his mental and physical health.
TfL confirms it has contacted the bus company who confirm A new driver was Identified and advised them to turn off the engine when at the stand It has displayed switch off posters in the garage and on its communications page It makes daily calls to drivers on the route reminding them to turn off engines.
Arranged for controllers to make unplanned visits to the stand to make sure drivers are complying I understand Mr B is not satisfied and wants TfL to consider using a bus stand in a nearby street instead of the one opposite his home.
However, we cannot require TfL to make the bus company use another stand. And further investigation is unlikely to lead to a different outcome.
Final decision
We will not investigate Mr B’s complaint because it is unlikely that further investigation will lead to a different outcome. Also, we cannot achieve the outcome Mr B is seeking.
Investigator's decision on behalf of the Ombudsman