Summary: We will not investigate this complaint about the Council’s handling of an incident Ms X reported to it. This is because an investigation is unlikely to add to that already carried out by the Council or lead to a different outcome.

The complaint

1. Ms X complains that Council management at a community centre ignored her complaint about an incident which took place between her and some users of the centre and that it delayed in addressing her complaint about the matter.

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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:

• 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

3. I considered information provided by the complainant, including the Council’s response to the complaint.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms X complained to the Council about its handling of an incident she had found distressing which had taken place between her and users of a community centre.
6. The Council upheld her complaint, apologised for its delay and poor communication and offered £250 in recognition of its delay and Ms X’s distress and inconvenience. It also confirmed that any training needs would be implemented for officers to ensure they are properly equipped to deal with similar situations.
7. We do not investigate every complaint we receive. The Council responded to Ms X’s complaint and offered an apology and a compensation payment. As an investigation by the Ombudsman is unlikely to add to that already carried out by the Council or lead to a significantly different outcome, we will not investigate the complaint.
8. Ms X’s concern about a letter she received from her housing officer is a matter which falls outside our jurisdiction, and we cannot investigate it. This is because it concerns the management of social housing by the Council.

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Final decision

9. We will not investigate Ms X’s complaint because an investigation is unlikely to add to that already carried out by the Council or lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman