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Complaint Upheld By The Local Government & Social Care Ombudsman Service Relating To Pest Control

The Executive Councillor is recommended to: Note the findings of the Local Government & Social Care Ombudsman

Decision type: Non-key

Decision status: Recommendations Approved

Notice of proposed decision first published: 06/12/2021

Decision due: 27 Jan 2022 by Executive Councillor for Environment, Climate Change and Biodiversity

Lead member: Executive Councillor for Environment, Climate Change and Biodiversity

Department: Housing Services

Contact: Claire Adelizzi, Team Manager - Residential, Environmental Services Email: claire.adelizzi@cambridge.gov.uk.

Additional Information: This item will automatically appear on the agenda for discussion / debate.

Background Information: The Local Government & Social Care Ombudsman has determined there was fault by the Council causing injustice in respect to this complaint. The complaint was from a customer who suspected that their dog had eaten some rodenticide, which the Council had applied at their property. The customer felt that the rodenticide had not been properly applied, thereby enabling their dog to ingest elements of it; and, as a result, the customer incurred veterinary costs to have their dog assessed. The Council responded by managing the case as a complaint in accordance with its complaints policy. The Ombudsman found that the Council should have forwarded the customer’s request for veterinary cost reimbursement, as a claim, to the Council’s Insurer to respond to. As a result, the Ombudsman found that this process failing caused delay, time and trouble to the customer. The Ombudsman’s finding needs to be reported to the relevant committee.

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