The Ombudsman's final decision
Summary: We will not investigate this complaint about work carried out to the complainant’s property. This is because we are unlikely to find fault.
The complaint
Mr X has complained about work carried out to his property as part of a housing insulation scheme. Mr X says there have been long delays and his property has been damaged.
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 to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X has raised many concerns about the work carried out to his property and says the Council has failed to respond to the issues he has raised. The Council says it is not party to the insulation scheme and has suggested Mr X contact the company that carried out the work directly or the energy company that funded the work. The Council has also said Mr X can contact The Office of Gas and Electricity Markets (Ofgem) as it regulates the scheme.
I am satisfied the Council has properly explained why it is not responsible for the work carried out to Mr X’s property and it has given advice on the appropriate bodies for Mr X to contact about the issues he has raised. Therefore, it is unlikely I would find fault.
Final decision
We will not investigate Mr X’s complaint because we are unlikely to find fault by the Council.
Investigator's decision on behalf of the Ombudsman