This page includes summaries of completed investigations and will be updated as cases are completed. 

1323 - A complaint about how the Trust handled residents’ concerns about parking on its site.

Mr V and his wife moved to a property adjacent to a Trust works site. He explained that since moving to the property they have faced issues with the Trust’s site management. This has been because of unauthorised parking, overstaying boaters, anti-social behaviour of boaters, residents, Trust staff and the general public. When raising the issues with the Trust they have felt unheard and unsupported.

The Trust confirmed it had had many dealings with Mr V and has explained its resources are not sufficient to meet their needs. However, I concluded it has taken too long to deal with issues and provide responses and this has made the situation worse. I found the Trust had looked into solutions and considered available options which it ultimately rejected.

In considering the complaint I had sympathy with the residents who were facing this issue every day. My role is to consider if there has been any maladministration by the Trust or if it has failed to follow its policies and procedures. I did think there had been maladministration in terms of response times and failure to answer questions raised. Trust policies and procedures say the Trust can make its own decisions on how it uses its own land and who it will allow to park there, having regard to its health & safety obligations as a landowner. So, I did not criticise it for deciding against some of the suggested solutions. However, in the interests of fairness to the residents and users of the site and as it has accepted the site is not a car park I concluded it should ensure signage is up to date and that it takes proportionate action to manage the site.

In conclusion I required the Trust to provide updated and branded No Parking signs to be displayed at the site and investigate the cost of installing dummy CCTV and associated signs, which if below £1,150 should be provided. To send a letter to all residents to explain why parking by residents is causing a problem and that they and their visitors should not park their vehicles on Trust property and it should set out what punitive action the Trust could take when there are persistent offenders. To apologise to Mr and Mrs V for the delays in and lack of responses to them.