The Ombudsman's final decision
Summary: We will not investigate this complaint about bathroom adaptations offered by the Council. Further investigation would not lead to a different outcome.
The complaint
Miss X complained about the adaptations the Council offered to complete on her bathroom. She said the Council has not offered her a choice on the type of bathroom it will install. She feels she is being bullied by the Council. She wants it to install the fittings she wants.
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
We will not investigate Miss X’s complaint about the Council. The Council has assessed Miss X as benefitting from adaptations to help her use her bathroom. It had made recommendations and offered to install these. The Council has explained it will not install a brass grab rail for safety reasons. I appreciate Miss X does not like what the Council has offered, however, it is for the Council to decide what adaptions are most appropriate and what equipment it will provide. Further investigation will not lead to a different outcome.
Final decision
We will not investigate Miss X’s complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman