The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s alleged failure to provide adequate provision when local transport in Mr X’s area was temporarily stopped. This is because an investigation would be unlikely to lead to a worthwhile outcome for Mr X.
The complaint
Mr X complained the Council did not do enough to minimise disruption to him and local residents when a local transport service was temporarily stopped.
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 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 continue an investigation if we decide: we cannot achieve the outcome someone wants, or there is no worthwhile outcome achievable by our investigation.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X contacted the Council in late 2023 after a local transport service was suspended due to temporary maintenance works needed in the area. He suggested that the service be adapted to ensure that he and other residents in the area did not have to use alternative, more expensive methods of getting around.
The Council did not respond to Mr X, and he formally complained in January 2024. The Council apologised for failing to respond to Mr X’s query and confirmed it had considered making the changes he had suggested but it was not practically or financially possible. As a countermeasure, the Council arranged a shuttle bus for residents most in need for the period the works were ongoing and for residents to receive one free journey on the local trains. Mr X remained unhappy with the Council’s response and referred the complaint to the Ombudsman.
The evidence shows the Council took action to minimise the disruption and inconvenience caused by the temporary works. Whilst the transport service is commercially owned, the Council liaised with the service to ensure the majority of residents would not be significantly affected by the works and it put reasonable measures in place alongside this. It would have been best practice for the Council to respond to Mr X’s email but there is nothing to suggest the Council’s failure to do this has caused a significant injustice to Mr X. An investigation would be unlikely to result in a worthwhile outcome.
Final decision
We will not investigate Mr X’s complaint because an investigation would be unlikely to result in a worthwhile outcome.
Investigator's decision on behalf of the Ombudsman