Summary: We will not investigate Mr X’s complaint about the Council’s refusal to award him a COVID-19 self-isolation grant. This is because there is no evidence of fault by the Council.

The complaint

1. The complainant, Mr X, complains the Council wrongly refused his application for a COVID-19 self-isolation grant after being told to isolate by NHS Test & Trace.

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The Ombudsman’s role and powers

2. This complaint involves events that occurred during the COVID-19 pandemic. The Government introduced a range of new and frequently updated rules and guidance during this time. We can consider whether the council followed the relevant legislation, guidance and our published “Good Administrative Practice during the response to COVID-19”.
3. The Ombudsman investigates 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 may decide not to continue with an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6))

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How I considered this complaint

4. I considered information provided by Mr X and the Council.
5. I considered the Ombudsman’s Assessment Code.
6. I shared my draft decision with Mr X and considered his comments.

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Background

7. Mr X was told to self-isolate by NHS Test & Trace and applied to the Council for a self-isolation grant. The grant scheme, decided by Central Government and administered by local authorities, says applications must be made within 42 days of the start of the self-isolation period.
8. Mr X applied to the Council for the self-isolation grant 44 days after the start of his self-isolation period so the Council refused his application. It explained that because he had missed the deadline it could not consider his request. Mr X believes this is unfair. He says it took longer for him to apply because of a delay by NHS Test & Trace and says the service agreed to grant him a 14-day extension but the Council has failed to consider this point.

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My assessment

9. Under the terms of the self-isolation grant scheme the Council has no discretion to consider applications made outside the 42-day time limit. It is unclear on what NHS Test & Trace agreed to grant Mr X an extension but there is nothing within the government guidance for the scheme which allows the Council to take it into account. We could not therefore say the Council was at fault for refusing Mr X’s application.

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Final decision

10. We will not investigate this complaint. This is because there is no evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman