Summary: We will not investigate this complaint about the Council’s decision that the complainant is not eligible for help from the Resident Support Scheme. This is because there is insufficient evidence of fault by the Council.

The complaint

1. The complainant, Mrs X, complains about the Council’s decision to reject her application for financial help from the Resident Support Scheme (RSS) because she does not pay for her energy through a pre-payment meter.

Back to top

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 an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
3. We consider whether there was fault in the way an organisation made its decision. If there was no fault in how the organisation made its decision, we cannot question the outcome. (Local Government Act 1974, section 34(3), as amended)

Back to top

How I considered this complaint

4. I considered information provided by Mrs X and the Council. This includes Mrs X’s application, the Council’s decision and the RSS policy. I also considered our Assessment Code.

Back to top

My assessment

5. The RSS provides support for a crisis or emergency when there is a risk to health or well-being. There is no right to a payment. The scheme does not provide help with debts. The RSS can provide paypoint energy vouchers to help people on energy prepayment meters.
6. Mrs X applied to the RSS for support to pay an energy bill of £1200. On the application form Mrs X said she does not pay via a pre-payment meter.
7. The Council rejected the application because it provides support for people using pre-payment meters. It suggested Mrs X contact her energy provider or seek debt advice.
8. Mrs X disagrees with the decision. She is in financial difficulty and says she should not be excluded from help because she does not have a pre-payment meter.
9. I appreciate Mrs X is struggling with her bills and I can understand why she may feel the Council’s decision is unfair. However, I will not start an investigation because there is insufficient evidence of fault by the Council. I have read the RSS policy and it is correct the Council offers support for energy costs via paypoint vouchers and that people who pay by direct debit are expected to seek help from their energy provider. Mrs X disagrees with the outcome but as the decision reflects the policy there is no reason to start an investigation.
10. We are not an appeal body and it is not my role to remake the decision. I cannot ask the Council to make an award to Mrs X when that would be contrary to the policy.

Back to top

Final decision

11. We will not investigate this complaint because there is insufficient evidence of fault by the Council.

Back to top

Investigator's decision on behalf of the Ombudsman