The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council wrongly advising Ms X about disabled facilities grants. This is because further investigation would not lead to a different outcome.
The complaint
Ms X complained the Council incorrectly advised her about disabled facilities grants (DFG). She said this caused her distress and inconvenience.
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 may decide not to continue with an investigation if we decide: 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 Ms X.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X contacted the Council about its DFG scheme and the Council initially told her she would not be eligible because she was a home owner.
Ms X complained about this, and the Council upheld her complaint stating the information it gave her was incorrect. The Council then explained how the scheme works.
As the Council has admitted fault and provided Ms X with the correct information, further investigation into this complaint will not achieve anything different for Ms X. It is open to her to apply for the DFG if she wishes to do so.
Final decision
We will not investigate Ms X’s complaint because further investigation would not lead to a different outcome for Ms X.
Investigator's decision on behalf of the Ombudsman