Summary: We will not investigate Ms X’s complaint that a Council officer, who was visiting her neighbour, called her a nosy neighbour. This is because it is unlikely an investigation would add to the response already provided by the Council.

The complaint

1. The complainant, whom I shall call Ms X, complains a Council officer who was visiting her neighbour referred to her as a nosy neighbour.

Back to top

The Ombudsman’s role and powers

2. We can decide whether to start or discontinue an investigation into a complaint within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
3. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe:

• it is unlikely we could add to any previous investigation by the Council, or
• it is unlikely further investigation will lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended)

Back to top

How I considered this complaint

4. I considered the information Ms X provided and discussed the complaint with her over the telephone. I also considered the complaint correspondence which we requested from the Council. I sent Ms X a draft of my decision and invited her comments on it.

Back to top

What I found

5. Ms X complains a Council officer, who was visiting her neighbour, referred to her as a nosy neighbour because she was looking out of her window when the officer arrived.
6. Ms X complained to the Council and is dissatisfied with its response. The officer apologised but Ms X does not think it was sincere. Ms X is also unhappy the officer initially said she recalled making the comment, but later said she did not recall it. Ms X says the officer’s behaviour is unprofessional.
7. The Council upheld Ms X’s complaint. It acknowledged the officer had used the term nosy neighbour and agreed this was not professional behaviour. It apologised to Ms X for this and for the impact the comment had on her.
8. Having considered the complaint correspondence I am satisfied the Council has properly considered Ms X’s complaint and provided a suitable response which included a written apology and a verbal apology from the officer who made the comment. There is nothing more an investigation by the Ombudsman would add to the response already provided by the Council’s investigation. As such, there is no purpose served in investigating.

Back to top

Final decision

9. We will not investigate this complaint. This is because, as set out above, it is unlikely an investigation would add to the response already provided by the Council on this matter. The Council has properly considered, and responded to, Ms X’s complaint and there is nothing further we would add.

Back to top

Investigator's decision on behalf of the Ombudsman