The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s response to highway maintenance. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. There is no significant injustice.
The complaint
Mrs X was unhappy the Council had not cut the grassed area outside her home for a significant period. Nor was she happy with the explanation it gave her. Mrs X said the area was now an eyesore and she wants the Council to respond and carry out the work.
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 any injustice is not significant enough to justify our involvement. (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 I considered the Ombudsman’s Assessment Code.
Final decision
We will not investigate Mrs X’s complaint because the Council upheld her complaint and apologised. Any injustice to Mrs X is not significant enough to justify an investigation.
Investigator's decision on behalf of the Ombudsman