The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about the standard of works completed during a wet room installation. This is because an investigation would not lead to a different outcome as the Council has already completed the necessary remedial works and offered an appropriate remedy.
The complaint
Mr X complains about the standard of works completed during a wet room installation. He says the contractor did not install the wet room correct and this led to leaks, which ruined his kitchen. Mr X said he had to take time off work for the remedial works.
The Ombudsman’s role and powers
The Ombudsman investigates complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service but must use public money carefully. We do not start or an investigation if we decide: we could not add to any previous investigation by the organisation, or further investigation would not lead to a different outcome.
(Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
During its complaint consideration, the Council accepted there were several significant failings with poor workmanship, unfinished tasks, use of unsuitable products, and unprofessional attitudes of its contractor’s operatives. The Council apologised for the distress and upset caused by this.
In July 2022, the Council completed all remedial action needed to put right the faults caused by the poor workmanship of the original installation of the wet room. The Council also ensured remedial work was completed to repair the damage caused to Mr X’s kitchen.
The Council has offered Mr X £300 to recognise the distress and disruption caused by the faults identified. I am satisfied this is an appropriate offer as it is in line with the Ombudsman’s guidance on remedies.
Final decision
We will not investigate Mr X’s complaint because an investigation would not lead to a different outcome. This is because the Council has already completed the necessary remedial works and offered an appropriate remedy.
Investigator's decision on behalf of the Ombudsman