Summary: We will not investigate Miss X’s complaint that the Council did not make reasonable adjustments in the way it communicated with her. This is because we could not add to any previous investigation by the Council.

The complaint

1. Miss X complained the Council did not make reasonable adjustments in the way it communicated with her.
2. She said the Council did not clearly set out the contents of a Discretionary Housing Payment (DHP) letter. She said the Council did not tell her that her DHP’s ended and it did not invite her to reapply.
3. She wants the Council to accept responsibility for its failure and make reasonable adjustments.

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The Ombudsman’s role and powers

4. 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, or
• further investigation would not lead to a different outcome

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

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How I considered this complaint

5. I considered information provided by the complainant and the Council.
6. I considered the Ombudsman’s Assessment Code.

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My assessment

7. Miss X complained the Council did not clearly break down DHP payments in a letter. The Council partially upheld Miss X’s complaint and said it would recommend future letters include a clearer summary of payments, especially when reasonable adjustment requests are made.
8. Miss X said the Council had not told her via telephone when her DHP had ended. In its complaint response the Council said it considered that Miss X had a long-term reliance on DHP and had health conditions where reasonable adjustments are required. It said a telephone call may have been appropriate and it would recommend its procedure is reviewed including offering reminders and support where appropriate.
9. We will not investigate this complaint. The Council acknowledged it did not properly consider Miss X’s reasonable adjustment requests. It set out its learning and actions and said her reasonable adjustments would be considered. Therefore, we could not add to the investigation by the Council and further investigation would not lead to a different outcome.

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Final decision

10. We will not investigate Miss X’s complaint because we could not add to any previous investigation by the Council.

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Investigator's decision on behalf of the Ombudsman