Summary: We will not investigate this complaint about the Council’s decision not to purchase Ms X’s home. The Council has confirmed it will now investigate this complaint, and I am satisfied with these actions at this stage.

The complaint

1. Ms X complains that shortly before exchange of contracts, the Council withdrew its offer to purchase her home. Ms X also complains the Council failed to provide a response to the complaint she made to it about this. Ms X says this impacted on her financially as she had paid for surveys on a property purchase she could not proceed with and that it also caused her upset.

Back to top

The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

Back to top

How I considered this complaint

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

Back to top

My assessment

5. The Council told me it could find no record of a complaint, but that it would arrange for a response to be provided now.
6. Records suggest Ms X did complain to the Council at the time but as the Council is to now respond, I am satisfied with this, and we will not investigate at this time. If Ms X remains dissatisfied once the Council has dealt with the complaint, it is open to her to complain to us again.

Back to top

Final decision

7. We will not investigate Ms X’s complaint because I am satisfied with the actions the Council is taking.

Back to top

Investigator's decision on behalf of the Ombudsman