The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s handling of matters relating to a loose manhole cover. This is because an investigation is unlikely to add to that already carried out by the Council or lead to a different outcome.
The complaint
The complainant, who I refer to as Mr X, complains about the Council’s poor handling of his report of a loose, noisy manhole cover and its handling of his complaint about the matter.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect on the person making the complaint, which we call ‘injustice’. We provide a free service but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
I considered information provided by Mr X and the Council, including its response to his complaint.
I considered the Ombudsman’s Assessment Code.
My assessment
In responding to Mr X’s complaint, the Council acknowledged it had been at fault in the way it had dealt with his report of the loose manhole cover and in its handling of his complaint. It apologised for this, explained what had happened and what action it had taken to improve its procedures.
While Mr X may not be satisfied with the Council’s response, we do not investigate every complaint we receive. As an investigation by the Ombudsman is unlikely to usefully add to that already carried out by the Council or lead to a different outcome, we will not investigate the complaint.
Final decision
We will not investigate Mr X’s complaint because an investigation is unlikely to add to that already carried out by the Council or lead to a different outcome.
Investigator's decision on behalf of the Ombudsman