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Waterways Ombudsman reports increase in complaints but still less than previous peak

In 2009-10 the Ombudsman received 23 new complaints within her jurisdiction compared to only 16 the previous year, but still less than the peak of 29 in 2007-08. The Ombudsman said: "Although the number of complaints entering British Waterways system has fallen again this year, the number reaching me has risen. Now over 34 per cent of complaints which are considered at the final stage of British Waterways’ internal procedure come on for me to consider."

The Ombudsman said that, although she had still been able to meet the service standards for response times set by the Committee, there had been some significant delays in British Waterways’ responses to her enquiries about complaints and too many occasions when she had needed to chase them for a response. Whilst she appreciated that staff were busy, timely responses were very important if the Ombudsman scheme was fully to achieve its purpose. She looked to British Waterways to improve matters in the year to come.

Fourteen of the 22 completed investigations related to complaints by boaters, and this year the majority of boating complaints were from residential boaters. Five of the 22 cases were resolved informally to the Ombudsman’s satisfaction following her intervention and eight more were upheld wholly or in part in formal reports, with any recommendations made by the Ombudsman being accepted for action by British Waterways.

In her report the Ombudsman noted the current proposals to create a charitable trust to run the waterways. She commented that, whatever future arrangements were adopted, she saw no less need for an independent arbitrator such as an Ombudsman to be made available to deal with complaints about any new organisation.

The full text of the annual report, including summaries of all 22 completed cases, can be found at www.waterways-ombudsman.org/information.