BackThe Public Services Ombudsman investigated a complaint by Belfast City Airport Watch Limited (BCAWL) regarding the actions of the Department of Environment (the Department) in relation to George Best Belfast City Airport. The complaint consisted of two parts: the Department failing to enforce the 2008 Planning Agreement between it and the Airport, as well as the handling of BCAWL’s complaint by the Department. The Ombudsman identified five instances of maladministration by the Department and made recommendations on the matter.
The Ombudsmen found that the Department failed to establish an operational definition of the phrase ‘exceptional circumstances’, to gather data on a regular and systematic basis on late flight movements from 2008 to 2011 and to establish guidance for staff and an administrative framework, all for the purpose of monitoring the Airport’s compliance with the 2008 Planning Agreement . Furthermore, it found that the Department failed to keep written records relations to decisions about compliance of the 2008 Planning Agreement and failed to investigate BCWAL’s complaint thoroughly and provide adequate responses to concerns raised.
The Ombudsman’s recommendations are for the Department to provide an apology and a payment of £1000 to BCWAL, to enter into discussion with the Airport with a view to establishing an operational definition of ‘exceptional circumstances’ and to update its Office on the progress of these discussions, as well as provide training to ensure that relevant staff are aware of the importance of responding to complaints in an effective manner.
To read the full report, please refer to the document below.
Source: Public Services Ombudsman, Northern Ireland
