Summary: We will not investigate this complaint about a lack of energy efficiency support X received by the Council because there is insufficient evidence of fault in the Council’s earlier actions. Investigation would be unlikely to achieve a meaningful outcome on more recent events.

The complaint

1. X complains about the lack of energy efficiency support received from the Council. X is unhappy with the Council’s processes, and subsequent delays in works being completed on their property.

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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, or
• there is no worthwhile outcome achievable by our investigation. (Local Government Act 1974, section 24A(6), section 34(B))

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How I considered this complaint

3. I considered information provided by X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. X believes they are eligible for funded home improvements by the Council’s Affordable Warmth and Energy Efficiency Team, through a grant scheme. X says several surveys have been completed on their property, yet no formal works have begun. The Council had to complete new surveys in line with new grant schemes introduced by central government as these changed over time. I acknowledge the likely frustration this caused to X, but the Council is required to administer grant funding in line with strict eligibility criteria. It is unlikely an investigation would find fault with the Council requiring new surveys.
6. More recently, a further survey has been completed at X’s property. This identified works which could meet the criteria for a grant. To progress with the grant application, the Council requested financial information from everybody living in X’s property. The Council says this is necessary to ensure the household meets the eligibility criteria for the grant. X did not provide this information, so the Council did not proceed.
7. I understand X and the Council disagree about whether the Council needs the financial information to verify eligibility for the grant. This is a matter of interpretation of the Department for Energy Security and Net Zero's (DESNZ) Warm Homes: Local Grant (WH:LG) guidance.
8. In agreement with X, the Council asked DESNZ to check the Council was applying the requirements of the scheme properly to X’s case. The Council says it will proceed if X provides the information or once DESNZ responds.
9. DESNZ, as author of the guidance, is best placed to say whether the Council has interpreted it correctly. Until DESNZ responds to the Council’s request, it is unlikely an investigation by the Ombudsman could achieve a meaningful outcome. We will not, therefore, investigate this complaint.

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Final decision

10. We will not investigate X’s complaint because there is insufficient evidence of fault in the Council’s actions to justify our involvement.

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Investigator's decision on behalf of the Ombudsman