Summary: We will not investigate this complaint about the delay in receiving a discretionary payment. This is because further investigation would not lead to a different outcome.

The complaint

1. Mrs X complained the Council delayed making a payment it agreed through its food and fuel support scheme. She said she could not contact the Council by telephone. She said she suffered more financial difficulty due to the delayed payment. She wants financial redress and to know what changes the Council implemented.

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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 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

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. Mrs X applied for a grant through the Council’s fuel and food support scheme. The Council approved Mrs X’s request but sent the voucher to an incorrect email address. Mrs X said she had to wait almost seven weeks before she received the voucher.
6. In its complaint response the Council confirmed that Mrs X had received her voucher. It explained the delay was due to a data entry error and apologised. It said it reminded staff of the importance of accurate data handling.
7. Mrs X said the Council did not provide any follow up instruction on how to claim the grant. The Council said it would take steps to ensure instruction on how to claim the grant is included as standard in future communications.
8. We will not investigate this complaint. The Council apologised to Mrs X for the delay in receiving the voucher. It identified what caused the delay and put measures in place to prevent a recurrence. It said it would implement a service improvement when communicating how to claim the grant. Further investigation by the Ombudsman would not lead to a different outcome.

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Final decision

9. We will not investigate Mrs X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman