London Borough of Newham (23 014 581)
The Ombudsman's final decision:
Summary: We will not investigate Miss X’s complaint about the Council delaying completing repair works to fix the disrepair issues she reported with her temporary accommodation. This is because an investigation would not lead to any different findings or outcomes.
The complaint
- Miss X reported disrepair issues with her temporary accommodation. She complains the Council delayed in completing repair works.
The Ombudsman’s role and powers
- 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 an investigation if we decide:
- we could not add to any previous investigation by the organisation, or
- investigation would not lead to a different outcome.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by the complainant.
- I considered the Ombudsman’s Assessment Code.
My assessment
- In its complaint response, the Council accepted there has been delays in completing the repair works to Miss X’s property. The Council also accepted there has been a delay in responding to Miss X’s complaint.
- To recognise the distress and inconvenience caused by the accepted faults, the Council agreed to make a financial payment of £950. This payment was made up of £600 to recognise the injustice caused by the delays in completing the repairs, and £350 to recognise the injustice caused by the delays with complaint handling.
- An investigation is not justified as it would not lead to any different findings. This is because the Council has already acknowledged and accepted there was fault with its handling of the repair works and complaint.
- Further, an investigation would not lead to any different outcomes. This is because the Council’s remedy offer is appropriate and in line with our guidance. We would not recommend anything further.
Final decision
- We will not investigate Miss X’s complaint because an investigation would not lead to any different findings or outcomes.
Investigator's decision on behalf of the Ombudsman