Summary: We will not investigate this complaint about the fitting of faulty window glazing. This is because it is unlikely we would find fault and it is unlikely further investigation would lead to a different outcome.

The complaint

1. A contractor fitted double glazed windows to Miss Y’s property. The Authority funded the work under its Warmer Homes scheme. Miss Y complains the contractor did not complete the work to an acceptable standard as one window was faulty and the contractor has not repaired the problem for over a year since she contacted them.
2. She says this led to a loss of heat from her home and increased heating bills.

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The Ombudsman’s role and powers

3. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe:

• it is unlikely we would find fault, or
• it is unlikely further investigation will lead to a different outcome.

(Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

4. I read the information Miss Y and the Authority provided. I spoke to Miss Y by telephone to gather more information. Miss Y had an opportunity to comment on my draft decision. I considered any comments received before making a final decision.

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What I found

5. Miss Y applied to the Authority’s scheme in 2019. A contractor fitted four double glazed windows to her property at the end of 2019. In March 2020, Miss Y opened one window, but could not close it again. She says she contacted the contractor to ask them to repair the window several times.
6. Miss Y contacted the Authority to complain in May 2021. The Authority contacted the contractor to pass on Miss Y’s concerns and asking it to fix the problem a few days later. Miss Y also contacted us in May 2021. The contractor has since visited Miss Y’s property to inspect the problem and after waiting for a part, is going to replace the window in July 2021.

Analysis

7. The Authority contacted the contractor asking it to repair Miss Y’s window within days of Miss Y telling them, rather than the contractor, about the problem. Following the Authority’s actions, the contractor has agreed to replace the window, and this is due to happen shortly. As the Authority quickly considered the problem once it was aware of it and acted to have the window repaired, it is unlikely we would find it at fault.
8. Further, as Miss Y is seeking a repair to the window, and this will happen very soon, it is unlikely any further investigation will achieve a different outcome to that already offered.

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Final decision

9. We will not investigate this complaint because it is unlikely we would find fault and it is unlikely further investigation would lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman