The Ombudsman's final decision
Summary: We will not investigate X’s complaint about the Authority’s actions relating to home fire safety visits. It is unlikely we would find fault and there is no significant injustice.
The complaint
X was unhappy with the Authority’s position and policy relating to visits to local residents, carried out in support of home fire safety.
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; or 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.
My assessment
X made a complaint about the Authority’s actions relating to home fire safety visits. The Authority replied explaining its policy and the safeguards it puts into place to provide reassurance to those residents it visits. Given the nature of these visits and the explanations provided to X, it is unlikely we would find any fault.
Additionally, our role is to consider complaints where the person bringing the complaint has suffered significant personal injustice as a direct result of the actions or inactions of the organisation. This means we will normally only investigate a complaint where the complainant has suffered serious loss, harm, or distress as a direct result of faults or failures. We will not normally investigate a complaint where the alleged loss or injustice is not a serious or significant matter.
There is no significant injustice and because of this and my considerations at paragraph four, we will not investigate this complaint.
Final decision
We will not investigate X’s complaint because it is unlikely we would find fault and there is no significant injustice.
Investigator's decision on behalf of the Ombudsman