on the lessons that can be learnt from our complaints about end of life care given in care homes and in the home.
Category : Transport and highways > Other Decision : Closed after initial enquiries Decision date : 12 Apr 2026 The complaint
My assessment
Final decision
The Ombudsman's final decision
Summary: We will not investigate Mr B’s complaint that his vehicle was damaged by a road defect which the Council had failed to repair. This is because it is reasonable for Mr B to pursue his compensation claim by taking the Council to court.
The complaint
Mr B complains his vehicle was damaged by a road defect which the Council had failed to repair. Mr B says despite the Council acknowledging that this defect had been identified for repair, the Council has refused his claim for compensation. Mr B would like the Council to accept responsibility for the damage, apologise, and pay him compensation for his repair costs.
The Ombudsman’s role and powers
The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
The law says we cannot normally investigate a complaint when someone could take the matter to court. However, we may decide to investigate if we consider it would be unreasonable to expect the person to go to court. (Local Government Act 1974, section 26(6)(c), as amended)
How I considered this complaint
I considered information provided by Mr B.
I considered the Ombudsman’s Assessment Code.
My assessment
The Council as a local highways authority has a statutory duty to maintain adopted streets. The Council is expected to routinely monitor the state of highways and carry out repairs where necessary. But importantly, the level of maintenance, frequency of inspection, and threshold for repair is not set out in law and is open to interpretation.
We do not normally investigate complaints about vehicle damage caused by highway disrepair. This is because in effect such complaints are that an organisation has been negligent. Our role is to consider complaints of administrative fault. Negligence claims are best decided by an organisation’s insurers, and if needed, the courts.
Mr B has received the Council’s decision on his compensation claim. Mr B may pursue his claim by taking the Council to court.
The courts are in the best position to decide the issue complained about including how the Council inspected and prioritised this defect for repair. Only a court can decide if the Council was negligent including whether the Council is entitled to rely on the statutory defence that it followed a reasonable system of inspection and repair. Also, unlike the courts, we have no powers to enforce an award of damages.
So, I would usually expect someone in Mr B’s position to seek a remedy in the courts. I find it is reasonable for Mr B to do this and the initial fee for making a claim is relatively modest. Mr B may also seek legal advice if needed.
So, we will not investigate this complaint.
Final decision
We will not investigate Mr B’s complaint because it is reasonable for him to take the Council to court.
Investigator's decision on behalf of the Ombudsman