Ombudsmen join up to put things right

12 October 2005

Press release 09/05

A couple whose lives and health were ruined by failures on the part of Norfolk County Council and the Department for Transport have had their complaints upheld and £200,000 recommended as compensation. The complaints relate to the Council’s refusal to purchase Mr and Mrs Balchin’s former home (Swans Harbour) in advance of an intended road bypass scheme near Wroxham which was later dropped.

The Local Government Ombudsman, Jerry White, and Parliamentary Ombudsman, Ann Abraham, both published reports today (12 October) setting out the results of their investigations into the Balchins’ long-running complaint. Mr Balchin said that he had lost an established profitable business, his home and his assets, and that both he and Mrs Balchin suffered from stress, worry, anxiety and ill health as a result.

This unique collaboration between the Ombudsmen found maladministration both at the Council and the Department. They concluded that the Council and the Department must carry an equal share in the responsibility for the hardship caused to the Balchins and recommended that each body should pay them £100,000.

Mr White says in his report: “I conclude that the Council could not reasonably have refused to buy Swans Harbour had the matter been considered properly – as it should have been – in October 1992.”

Ms Abraham’s report says: “I consider that the Department should have given clearer guidance to the Council about their new power to purchase properties which would be badly affected but not technically blighted by the proposed new road.” Ms Abraham said she was pleased that the Department has immediately agreed to make a payment to the Balchins.

Mr White said the Council had shown a genuine willingness to consider putting right the adverse effects on Mr and Mrs Balchin thatarose as a result of its administrative fault.

Currently the Cabinet Office is consulting on the reform of the three main public sector Ombudsmen (the English Local Government Ombudsmen, the UK Parliamentary Ombudsman and the Health Service Ombudsman for England). In a joint statement, the Ombudsmen comment that this would enable their offices to work together even more effectively and to produce a joint report where appropriate.

The consultation on the proposed Regulatory Reform Order runs until 18 November.

Media enquiries

Local Government Ombudsman

We have a photograph of Jerry White that we can send by email. For this, or for further information about this particular report contact:

Stephen Purser Tel: Coventry 024 7682 0000

or general information about the Local Government Ombudsman service, contact:

Rob Rundle or Hilary Pook Tel: 0300 061 4686/4734/4620

Parliamentary and Health Service Ombudsman

For a photograph of Ann Abraham or more information please contact the press office on 0300 061 4996 or e-mail

Notes for editors (Parliamentary and Health Service Ombudsman)

  1. Publication details: The Parliamentary Ombudsman Redress in the Round: Remedying maladministration in central and local government HC 475, 12 October 2005, The Stationery Office (Order line: 0845 7 023474)
  2. Press copies : the reports are available from the Press Office, Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP, telephone: 0300 061 4996/3943, e-mail press@ombudsman.gsi.gov.uk.
  3. From 12 October you can also find the reports on the website at: http://www.ombudsman.org.uk
  4. The Parliamentary Ombudsman is appointed by the Crown and is completely independent of the Government and Civil Service. Her role is to investigate complaints that government departments and other public bodies in the UK have not acted properly or fairly or have provided a poor service. When she upholds a complaint the Ombudsman aims to get things put right. Her services are available to everybody and are free of charge.
  5. In 2004-05 the Parliamentary Ombudsman received 2,214 investigatable complaints.
  6. Ann Abraham is also the Health Service Ombudsman for England.

Notes for editors (Local Government Ombudsman)

  1. The Council now has to consider the report and tell the Local Government Ombudsman what action it proposes to take. The report may be inspected and copies taken by the public under arrangements to be made by the Council.
  2. Local Government Ombudsmen investigate complaints of injustice arising from maladministration by local authorities and certain other bodies.
  3. There are three Local Government Ombudsmen in England and they each deal with complaints from different parts of the country.
  4. The Local Government Ombudsmen:
    • are appointed by Her Majesty the Queen;
    • are independent of Government and councils;
    • have the same powers as the High Court to obtain information and documents; and
    • are committed to giving an equal service to all members of the public.
  5. There is no charge for using the Ombudsman’s service.
  6. The Ombudsmen received almost 18,500 complaints in 2004/05. In about 27% of cases, when the complaint was neither premature nor out of jurisdiction, the complainant obtained redress.
  7. The procedure for making a complaint to the Local Government Ombudsman is explained in a free booklet, Complaint about the council? How to complain to the Local Government Ombudsman obtainable (in English and 10 other languages) from council offices, Citizens Advice Bureaux or direct from the Local Government Ombudsman at 10 th Floor, Millbank Tower, Millbank, London SW1P 4QP. It is also available in Braille, in large print or on tape direct from the Local Government Ombudsman.
  8. Visit our website, www.lgo.org.uk Open in new window