The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s decision to restrict the way Mrs X can contact officers and councillors. We have not seen enough evidence of fault in the Council’s actions.
The complaint
Mrs X complains the Council refuses to accept any of her emails or phone calls. This includes a block on contacting her local councillor.
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 Mrs X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
In 2024, the Council implemented its unreasonable behaviour policy and restricted Mrs X’s contact with officers and councillors. It told Mrs X that all emails received from her that are addressed to staff and councillors will be automatically re-directed to a specific email folder. It confirmed this folder will be managed by the head of planning and he will only reply when the communication is acceptable and requires a response.
The Council confirmed it reviewed the arrangements in November 2025 and decided not to make any changes. The arrangements will be reviewed again at the end of March 2026.
I am satisfied the Council is acting according to its policy on unreasonable complaint behaviour. I understand Mrs X believes the Council cannot block her from contacting her local councillor. However, this is a decision the Council is entitled to make.
Final decision
We will not investigate Mrs X’s complaint because we have not seen enough evidence of fault in the Council’s actions.
Investigator's decision on behalf of the Ombudsman