Summary
We will not investigate Mr X’s complaint about the actions of staff in a Jobshop. The Council has responded to the complaint and it is not likely that any further investigation would lead to a different outcome.
The complaint
The complaint is about the attitude of staff, working in a Jobshop. Mr X complained the staff were rude and unhelpful to him. Mr X said the experience impacted his mental well-being. He would like improved communication from the staff and for them to not refuse services to people who need assistance.
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
Staff approached Mr X in a Jobshop. Staff asked him to complete a customer form. Staff could not understand the details on the form and asked him to complete the form again. This led to Mr X becoming frustrated. Mr X said the staff member was rude. The Council said Mr X became aggressive towards the staff member.
After the incident a manager supported Mr X to complete the registration form and he remained there to use the facilities.
It is unlikely an investigation by us would be able to add to the Council’s investigation or reach a worthwhile outcome beyond the explanation Mr X has already had from the Council.
Final decision
We will not investigate this complaint about the actions of staff in a Jobshop. It is not likely any further investigation would lead to a different outcome.
Investigator's decision on behalf of the Ombudsman