The Ombudsman's final decision
Summary: We will not investigate this complaint about a failure by the Council to complete work at Mr X’s property. This is because the Council had no involvement in the work, which had been arranged by Age UK, and so it falls outside our jurisdiction.
The complaint
The complainant, who I refer to as Mr X, says the Council failed to complete work which had been agreed to be carried out at his property. He says the unfinished work is causing him stress and anxiety.
The Ombudsman’s role and powers
We cannot investigate a complaint where the body complained about is not responsible for the issue being raised. (Local Government Act 1974, section 24A(1), as amended)
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
A number of years ago work was carried out to Mr X’s property which had been arranged by the Home Improvement Agency at Age UK using an equity release loan. The last work took place in 2019.
When Mr X contacted the Council about the work in 2021 saying it was incomplete, it passed his details onto Age UK who contacted Mr X. He declined Age UK’s involvement.
When Mr X involved his MP in 2022 in continuing his complaint against the Council, the Council explained to the MP the works had not been done by the Council and that Mr X should liaise with Age UK as he had been directed in 2021. The Council did note that Mr X should have received a quicker response from it about the matter.
While the Council has accepted it should have responded more quickly to Mr X, this is not a matter we will investigate in isolation from the substantive issue. The Council had no involvement in the work and it properly directed Mr X to Age UK.
Final decision
We will not investigate Mr X’s complaint because the Council had no involvement in the work complained about, which had been arranged by Age UK, and so it falls outside our jurisdiction.
Investigator's decision on behalf of the Ombudsman