Agency takes complaints very seriously

The Agency has listened to, responded to and investigated Mrs Horner's complaints for 10 years, during which time she has been responsible for well over half of all complaints about Castle Cement. We have made every effort to address her grievances.

On average, we have responded to around 40 letters and investigated about 115 reports of pollution incidents from Mrs Horner each year. Almost all these complaints have proved to be unsubstantiated.

As a publicly-funded organisation, we cannot continue to devote so much time and resources on a single complainant. Responding to repeated complaints from a single individual, when we have already investigated thoroughly and have no new evidence to consider, cannot be considered the best use of taxpayers' money.

The Environment Agency takes complaints very seriously, and we rigorously monitor and regulate the Castle Cement works.

We are sorry that Mrs Horner has not been satisfied with out responses to her enquiries and complaints over the past decade. Unfortunately, we cannot continue to deal with frequent and unsubstantiated complaints from one individual -- at the expense of enquiries from other members of the public.

The Environment Agency operates an emergency hotline, staffed 24 hours a day. If operators' time is spent dealing with unfounded complaints and reports, it may stop urgent emergency calls from reaching us.

We explained to Mrs Horner in January that if she is unhappy with our decision, she can contact the parliamentary ombudsman, via her MP, to investigate on her behalf. As far as we are aware Mrs Horner has not done so.

Mrs Horner is still able, like all members of the public, to access documents relating to Castle Cement via the public register at Ribble Valley Borough Council and to make representations to the Agency when we are conducting public consultations.

BERNADETTE CARR, Central Area Manager, Environment Agency, PO Box 519, Preston.