Summary: We will not investigate this complaint about the Council’s refusal of an application for a self-isolation payment. 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 £500 self-isolation payment.

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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.

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My assessment

6. Central Government set up a scheme for people who lose income because they are required to self-isolate by NHS Test & Trace. They may apply to their local council for a £500 self-isolation payment. They will only receive the payment if they meet the eligibility criteria.
7. Mr X applied for a self-isolation payment. The Council refused his application because it was too late, and he did not meet the eligibility criteria.
8. Mr X says he tried to put in his application within the 42-daytime limit, but an error with the Council’s website meant it would not go through.
9. The Council confirms its records show Mr X started his application in December but did not complete and submit it until February. Therefore, his application was made too late. If also confirmed that as he was not receiving any of the seven named benefits, he did not qualify for the payment anyway.
10. It also considered whether Mr X qualified for a discretionary payment. But again, he did not meet the eligibility criteria.

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Final decision

11. We will not investigate Mr X’s complaint because we have not seen any evidence of fault in the Council’s decision not to pay the self-isolation payment.

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Investigator's decision on behalf of the Ombudsman