The Ombudsman's final decision
Summary: We will not investigate this complaint work carried out to improve the complainant’s home’s energy efficiency. This is because further investigation would not lead to a different outcome.
The complaint
Ms X complains about the quality of work carried out by Council contractors to make energy efficiency improvements to her home. Ms X wants the Council to hold the contractors to account, for work to be put right and for compensation to be offered.
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 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.
I considered the Ombudsman’s Assessment Code.
My assessment
In responding to her complaint, the Council met with its contractors and agreed works to resolve the issues are progressing. The Council has raised a discrepancy over a signature with the contractor and apologised to Ms X for the issues she has faced. The contractor has agreed to consider the issue of compensation once the works have concluded. The Council has taken appropriate action to resolve the issues raised and therefore further investigation by the Ombudsman would not lead to a different outcome and I will not therefore investigate Ms X’s complaint.
Final decision
We will not investigate Ms X’s complaint because doing so would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman