City of Bradford Metropolitan District Council (21 009 412)
Category : Benefits and tax > COVID-19
Decision : Closed after initial enquiries
Decision date : 16 Nov 2021
The Ombudsman's final decision:
Summary: We do not propose to investigate Miss X’s complaint about the Council’s refusal of her application for a self-isolation payment. This is because there is no evidence of fault by the Council.
The complaint
- The complainant, Miss X, complains the Council wrongly refused her application for a £500 self-isolation payment.
The Ombudsman’s role and powers
- 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”.
- 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))
How I considered this complaint
- I considered information provided by Miss X and the Council.
- I considered the Ombudsman’s Assessment Code.
- The complainant now has an opportunity to comment on my draft decision. I will consider their comments before making a final decision.
My assessment
- Under a scheme set up by Central Government, where people are required to self-isolate by NHS Test & Trace and lose income as a result 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.
- Miss X applied for a self-isolation payment but the Council refused her application. This was because NHS Test & Trace had no record to show it had told her to self-isolate.
- The Council may rely on the information provided by NHS Test & Trace and it was not fault for it to do so in Miss X’s case. If however Miss X has evidence to show NHS Test & Trace did instruct her to self-isolate she should provide this to me now.
Draft decision
- Subject to any comments Miss X might make, my view is we should not investigate this complaint. This is because there is no evidence of fault by the Council.
Investigator's decision on behalf of the Ombudsman