Summary: We cannot investigate Miss X’s complaint because it relates to the Council’s actions as registered social landlord, which is outside our remit. We will not investigate other parts of the complaint because further investigation would not lead to a different outcome.

The complaint

1. Miss X complained the Council mishandled her parking application and did not properly consider her family member’s disability needs. She said she could not park close to her disabled family members which has caused physical strain and stress. She would like the Council to apologise and provide her with interim access to the estate car park until parking applications reopen.

Back to top

The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
3. We cannot investigate complaints about the provision or management of social housing by a council acting as a registered social housing provider. (Local Government Act 1974, paragraph 5A schedule 5, as amended)
4. 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 further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

5. I considered information provided by Miss X and the Council.
6. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

7. Miss X applied for a parking permit to park at the estate car park in May 2025. In its complaint response, the Council explained that due to ongoing major renovation works, it had cancelled all pending applications for the estate car park. It advised Miss X that once works had completed, it would contact residents to advise how they could apply for a parking permit.
8. Miss X is a council tenant. This part of her complaint is about how the council handled her application for a parking permit which the Council responded to in its capacity as a registered provider of social housing. The law says we cannot investigate these complaints.
9. Additionally, Miss X’s father, Mr Y applied for a Disabled Persons’ Blue Badge parking permit in April 2025. The application was approved in July 2025.
10. In its complaint response, the Council apologised to Miss X for the delay in processing Mr Y’s application. It explained there had been a high volume of applications in March 2025 and the Council were working to ensure all applications were properly reviewed.
11. We will not investigate this part of the complaint because further investigation would not lead to a different outcome. The Council has apologised for the delay in processing Mr Y’s application.

Back to top

Final decision

12. We cannot investigate Miss X’s complaint because it is about the management of social housing by the Council as a social landlord. We will not investigate other parts of the complaint because further investigation would not lead to a different outcome.

Back to top

Investigator's decision on behalf of the Ombudsman