The Ombudsman's final decision
Summary: We will not investigate this complaint about how the Council dealt with information held on its Electoral Register about Ms X’s son. The Council has admitted fault and apologised. This is suitable to remedy the injustice Ms X experienced. Therefore, further investigation would achieve nothing more.
The complaint
Ms X complains about delays by the Council in updating information she provided to its ‘Tell Us Once Service’ after her son’s death. This led to the Council sending her letters and correspondence about him, setting her grieving process back.
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 no worthwhile outcome achievable by our investigation.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the Ms X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X’s son died in April 2024.
Ms X used the Council’s ‘Tell Us Once Service’ to tell Council departments, including Electoral Services.
After providing this information to the Council, Ms X continued to receive tax bills and polling cards for her deceased son. Ms X has complained to the Council about this.
The Council has said delays were because of staffing issues and restricted access to the ‘Tell Us Once’ Service during the election period.
The Council has apologised to Ms X and advised additional resources will be given to staff at these times to ensure records are kept accurately in the future.
Final decision
The Council has provided a suitable remedy. Therefore, further investigation would achieve nothing more.
Investigator's decision on behalf of the Ombudsman