Summary: We will not investigate Miss X’s complaint about the Council’s refusal of her application for a COVID-19 Test and Trace Support payment. This is because there is no evidence of fault by the Council.

The complaint

1. The complainant, Miss X, complains the Council refused her application for a ‘Test and Trace Support payment’ for people on low incomes who lost pay as a result of isolating following a positive test for COVID-19.

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The Ombudsman’s role and powers

2. 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

3. I considered information provided by Miss X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X tested positive for COVID-19 in January 2022 and applied to the Council for a Test and Trace Support payment as she could not work while isolating at home. The Council refused her application as although she had tested positive using a lateral flow device her test was not assisted and she had not followed it up with a PCR test. Miss X disagrees with the Council’s decision and says that due to changes in the rules she did not know a PCR test was still needed.
6. While I appreciate Miss X’s disappointment with the Council’s decision there is no evidence of fault in the way it was reached. The scheme was one set up by the government and while the Council administers it on the government’s behalf the criteria clearly state (my emphasis):

The £500 Test and Trace Support Payment is for people on low incomes who have to self-isolate because they have:

• tested positive for COVID-19 following a PCR test or an assisted lateral flow device (LFD) test; or
• been notified as a close contact of someone who has tested positive for COVID-19 and they are not exempt from self-isolation. This guidance sets out who is exempt…

If you have tested positive on a self-reported (home) LFD test, you will not be eligible for the Test and Trace Support Payment unless you take a follow-up PCR test, and the result is positive.

7. The Council has correctly applied the criteria and we cannot therefore criticise its decision.

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Final decision

8. 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