on the lessons that can be learnt from our complaints about end of life care given in care homes and in the home.
Category : Other Categories > Other Decision : Closed after initial enquiries Decision date : 18 Feb 2026
The Ombudsman's final decision
Summary: We will not investigate this complaint about Mr X’s contact with a Council officer. This is because there is no significant injustice.
The complaint
Mr X complained that a Council offered inspected his property unannounced. Mr X stated the officer looked through his bin and letterbox. Also, they photographed his property. Mr X said this caused him to feel wrongly accused.
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 the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X asked the Valuation Office Agency (VOA) to remove his property from the Council tax banding while renovations were taking place. The Valuation Office Agency (VOA) agreed to the request and told the Council.
The Council told Mr X that an officer visited the property to confirm renovations were taking place. The officer checked the bin and letterbox to see whether the property was occupied or whether works were being carried out. They also took photographs and sent them to the VOA.
Mr X said the Council officer’s actions caused him to feel wrongly accused.
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.
I will not investigate Mr X’s complaint that the Council officer acted unprofessionally because there is no significant injustice.
Final decision
We will not investigate Mr X’s complaint because the injustice claimed by Mr X is not significant enough to justify our involvement.
Investigator's decision on behalf of the Ombudsman