The Ombudsman's final decision
Summary: We will not investigate this complaint about an online form as there is insufficient evidence of fault causing injustice to Mr X.
The complaint
Mr X complains he and other residents have been misled about their entitlement to council tax reduction as the Council’s online application form has not been operational or available. Mr X also complains that officers were abusive and dismissive in response to his complaint. Mr X wants this behaviour to be corrected or for officers to be transferred and for the service in question to be protected.
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 there is not enough evidence of fault causing injustice to justify investigating or we cannot achieve the outcome someone wants (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
I recognise Mr X feels strongly about this matter but the information he has provided with his complaint does not provide clear evidence of fault by the Council or, moreover, that he has been prejudiced significantly by any such fault.
We are unable to recommend staff disciplinary measures at the Council and so we cannot achieve the outcome Mr X seeks in respect of officer conduct.
For these reasons, we will not investigate.
Final decision
We will not investigate Mr X’s complaint because there is insufficient evidence of fault causing injustice to justify our further involvement and we cannot achieve the outcome Mr X seeks.
Investigator's decision on behalf of the Ombudsman