Summary: We will not investigate this complaint about a discretionary hardship payment because there is no evidence of fault.

The complaint

1. Ms X complains that the Council will not award her a Discretionary Hardship Payment despite her circumstances.

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The Ombudsman’s role and powers

2. We investigate 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 continue an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• any fault has not caused injustice to the person who complained, or
• any injustice is not significant enough to justify our involvement, or
• we could not add to any previous investigation by the organisation.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

5. Ms X requested a Discretionary Hardship Payment from the Council for help with her utility and food bills.
6. The complainant says that previous Discretionary Hardship Payment requests had been awarded in June and August 2022 for food, energy, clothing and furniture.
7. Ms X made a further request in July 2023. The Council refused this request as they noted that she had spend £1,700 on flights. The Council decided that the money should have been used to prioritise food and utilities. This decision was confirmed on appeal.
8. I am satisfied that the Council was aware of her financial circumstances when they reached their decision. In the absence of administrative fault, it is not for the Ombudsman to question the merits of that decision.

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Investigator's decision on behalf of the Ombudsman