The Ombudsman's final decision
Summary: We will not investigate this complaint about an increase in the price of visitor parking permits. This is because there is insufficient evidence of fault by the Council and we could not achieve the outcome the complainant wants.
The complaint
The complainant, Mrs X, complains the parking permits have increased from 25p to £1.00 each. She says this is too expensive. Mrs X wants the Council to reduce the price.
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, or we cannot achieve the outcome someone wants.
(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 response. I also considered our Assessment Code.
My assessment
Mrs X complains that £1 for a visitor’s parking permit is too expensive. The Council’s website says people can buy a book of 20 vouchers for £20.
In response to Mrs X’s complaint, the Council acknowledged the price had increased and this places a strain on resources. The Council explained the price is set by elected members (local councillors) as part of the annual budget setting and review of fees and charges. It said the price would be reviewed as part of the budget setting for 2026/27.
I will not investigate this complaint because there is insufficient evidence of fault by the Council and we cannot ask the Council to reduce the price. The elected members set the charges and neither the Council’s complaints process, nor us, can change the fees. It is for the Council, through elected members, to make policy and set charges. We cannot intervene in that process or ask a council to reduce a fee.
Mrs X could contact her local councillors to give her views about the price and ask that her views be considered as part of the review next year. However, it would be for the Council, not us, to set the charge for 2026/27.
Final decision
We will not investigate this complaint because there is insufficient evidence of fault by the Council and because we cannot achieve the outcome Mrs X requests.
Investigator's decision on behalf of the Ombudsman