Summary: We will not investigate this complaint about the way the Council has handled Mr X’s noise complaint. This is because there is insufficient evidence of fault.

The complaint

1. Mr X complains about the way the Council has handled his noise complaint. He said despite previously completing diary sheets, the Council now wants him to go through this process again. Mr X said this has caused him significant distress. Mr X wants the Council to talk to his neighbour and get the noise to stop.

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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 there is not enough evidence of fault to justify investigating. (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 considered Mr X’s noise reports in February 2025. When he made a further complaint, it asked him to complete new diary sheets so it could assess and investigate the current issue. This is a reasonable step and there is not enough evidence of fault by the Council. Mr X needs to engage with this process before the Council can consider taking further action.

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Final decision

6. We will not investigate Mr X’s complaint because there is insufficient evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman