Summary: We will not investigate this complaint from Mr X about the Council’s handling of a complaint related to a Residential Services Officer’s conduct. This is because we could not add to the investigation carried out by the Council or achieve a different outcome

The complaint

1. Mr X complains that his assigned Resident Service Officer spoke to him rudely and in a humiliating manner. He says the Council failed to investigate the complaint properly and claims the officer has been unavailable for three months, so it could not discuss the matter with him.

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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:

• we could not add to any previous investigation by the organisation
• there is no worthwhile outcome achievable by our investigation.

(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. The Council could not speak with the Residential Services Officer because he was unavailable. However, the Council considered Mr X’s concerns and agreed the officer must consult the income collection manager before making personal contact Mr X.
6. I will not investigate Mr X’s complaint because we cannot add to the investigation or achieve a worthwhile outcome.
7. I cannot achieve the outcome Mr X seeks. We cannot recommend the Council remove officers from their roles. The Ombudsman does not decide staff allocation, that responsibility rests with the Council. The Council reviewed Mr X’s other suggestions and agreed all staff will complete a refresher course on customer service and handling conversations sensitively.
8. I will not investigate how the Council handled Mr X’s complaint. It is not a good use of public resources to investigate complaint procedures when we cannot address the substantive issue.

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Final decision

9. We will not investigate Mr X’s complaint because we could not add to the investigation carried out by the Council or achieve a different outcome.

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Investigator's decision on behalf of the Ombudsman