The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about the Council’s decision to decline his application for a Local Support Payment. This is because there is not enough evidence of fault to justify an investigation.
The complaint
Mr X complains the Council refused his application to its Local Support Scheme for a replacement fridge freezer. He says he made several applications and the Council’s responses were inconsistent.
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 the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X applied to the Council’s Local Support Scheme for a new fridge freezer after his broke down. He says it was the height of summer, and he lost all his food. He also says he stored essential medicine in the fridge. He said the Council failed to consider his personal circumstances.
The Council explained the scheme is discretionary and it did not consider Mr X’s circumstances met the criteria for the scheme. It said the Local Support Scheme is designed for disaster or resettlement rather than replacing an item it has already funded. The Council recognised Mr X’s disability and personal circumstances and suggested applying to another scheme.
The Council declined Mr X’s application several times. It agreed with Mr X that its responses had been inconsistent. It said it would introduce a standardised response letter for consistency.
The Council has explained why it has declined the application and set out the criteria for the decision. It is entitled to make this decision. Based on the evidence I have seen, there is no evidence of fault in its actions.
Final decision
We will not investigate Mr X’s complaint because there is not enough evidence of fault.
Investigator's decision on behalf of the Ombudsman