The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s handling of Ms X’s complaint about anti-social behaviour by a neighbour. 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
Ms X complains about the Council’s handling of her anti-social behaviour case and the unfair way she was dealt with by the Council.
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 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), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant and the Council, including its response to the complaint.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X complained to the Council, not about the outcome of her complaint of anti-social behaviour by a neighbour but about the Council’s handling of her case and how it had dealt with her.
The Council investigated Ms X’s complaint and met with her in person where it apologised for the hurt she had felt by a reference made which referred to her as being “over sensitive”. It also offered Ms X £100 compensation.
We do not investigate every complaint we receive. We are publicly funded and have an obligation to use the funds allocated to us in an effective, efficient and economic manner. This means we will generally not investigate where an investigation will not usefully add to that already carried out by the Council or lead to a significantly different outcome.
While Ms X may not be satisfied with the outcome of her complaint to the Council, there are insufficient grounds to warrant an investigation.
Final decision
We will not investigate Ms 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