24 June 2024
Waterways Ombudsman Committee and Ombudsman Annual Report 2023-24
The Waterways Ombudsman and the Waterways Ombudsman Committee have issued their Annual Reports for 2023/24. The Ombudsman scheme deals with complaints about the Canal & River Trust and the Avon Navigation Trust, which are referred to the Ombudsman after completion of the Trusts’ own complaints process.
This is the fifth and final annual report of the Ombudsman Sarah Daniel.
During the year, the Ombudsman received 43 enquiries about the Canal & River Trust, none about the Avon Navigation Trust. Most contacts, 33, had not completed the internal complaints process and were referred back to the Trust. In addition, she received 11 enquiries about bodies outside jurisdiction and signposted them to the correct dispute resolution scheme. Seven new investigations were opened, eight investigations were closed.
- Of the eight investigated complaints, three were upheld, one was upheld in part, three were not upheld. Five of the Ombudsman’s final decisions were accepted by the complainant and the Trust completed the required remedies.
This year four of the investigations were from boaters, one from a householder, one from a business owner and one from a landowner living next to the canal. The report includes summaries of all completed investigations.
Commenting on her final year in office Sarah said,
‘In my time as Ombudsman I have completed 40 investigations which I hope have made a difference to those involved. Even when the outcome is not what the complainant wanted, they have closure and a better understanding of why a decision has been made. Of those that have been upheld the Trust has learnt lessons and gained a greater appreciation of how its actions can impact on an individual when faced with a large organisation.
The waterways are cherished by many and the passion for their upkeep is clear from complainants and the Trust alike. It is becoming apparent how difficult it is going to be for the Trust to maintain standards and services with dwindling resources and increasing demand and I wish them well in managing this. I would encourage them to be as open and transparent as possible about any necessary changes and to continue to consult their users about changes which may affect them.’
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.
The Waterways Ombudsman Committee oversees the work of the scheme and remains satisfied with the operation and funding of the scheme.
The annual report of the Waterways Ombudsman Committee and the Waterways Ombudsman for 2023-24 is now available online here.
3 April 2024
At its meeting in March the Waterways Ombudsman Committee agreed changes to the Scheme Rules regarding Recommendations and Awards, Rule 37 and 38 and Appendix 2. The change seeks to improve the transparency and clarity of how Awards are calculated by the Ombudsman when compensating the complainant for distress and inconvenience. Awards are just one way the Ombudsman will use to resolve complaints. The commonly used Ombudsman principle of requiring the Member to take some appropriate action to put the complainant back in the position they were in before the problem happened is often the preferred option by both sides. The new Rules can be found here.