London Borough of Haringey

The Ombudsman's final decision

Summary: We will not investigate Mr X’s complaint about incorrect information and signposting about support services. Any injustice he experienced is not significant enough to justify our involvement.

The complaint

Mr X complained the Council gave incorrect advice and signposting, and it lacked available support for male victims of domestic violence.

Mr X said that he could not access a service he required.

Mr X would like compensation, for the error to be acknowledged and to be advised on the services he wants to access.

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.

I considered the Ombudsman’s Assessment Code.

My assessment

Mr X requested support from a Council-run service. Due to reduced capacity it signposted Mr X to a different service, not run by the Council. When Mr X approached the alternative service, he said it told him he did not meet its criteria.

When allegations of domestic violence are made a Council has duties about housing and safeguarding to consider. Mr X sought general support from a Council funded service. While unable to access that specific service Mr X was later signposted to an alternative service which supported male victims of domestic violence.

Mr X made a complaint to the Council saying he had been signposted incorrectly and could not access the service he needed. In its response to Mr X the Council explained why it signposted to an alternative service. The response contained a minor procedural error.

Mr X escalated his complaint and highlighted the procedural error. The Council acknowledged this and apologised. It also informed Mr X of how he may access services to meet his needs.

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. This is not the case here. Therefore, we will not investigate this complaint.

Final decision

We will not investigate Mr X’s complaint because any injustice experienced by Mr X is not significant enough to warrant our involvement.

Investigator’s decision on behalf of the Ombudsman

Investigator's decision on behalf of the Ombudsman