| Publishing organisation: | Scottish Public Services Ombudsman |
| Topic: | Sheltered housing, Tenancy management |
| Determination: | Upheld |
| Tenure: | Secure |
Organisation:
| North Ayrshire Council |
| Country of relevance: | Scotland |
| Report link: | Click here to view this document |
On 7 February 2008 North Ayrshire Council (the Council) voted to end warden provision in sheltered housing as part of their budget process for 2008/2009. Tenants were informed by a letter dated 8 February 2008.
In response to complaints made to them, the Council said that they had to ensure they made the best use of resources and had decided to target those with the greatest need, whether in sheltered housing or at home.
The complainant, Mr C, raised a number of concerns about a decision by the Council to remove warden provision from sheltered housing. He said there had been a failure to consult with tenants and that the information available to Councillors when the decision was made was inadequate.
He also complained about the process of implementation; the transition provisions; and communication generally, including the Council's response to complaints raised.
Determination
(a) The Council did not consult with tenants prior to the decision (upheld, to the extent that the decision not to consult was made without legal advice which would have been required to make it soundly based).
(b) Information provided to Councillors, prior to the decision, was inadequate (not upheld).
(c) There was insufficient planning for the process of implementation and transition provisions (upheld).
(d) Communication throughout was inadequate (upheld).
Recommendations
The Ombudsman recommended that the Council:
- Review their procedures for ensuring appropriate legal advice is obtained and recorded prior to significant decisions.
- Use the implementation of this decision as a case study, to ensure appropriate planning is in place for future service changes.
- Ensure that, for future service changes, adequate and appropriate communication planning is undertaken and monitored.
- Review the information currently provided to tenants about the new system and ensure that systems are in place to allow tenants to communicate with the Council simply and effectively.