Summary: We will not investigate this complaint about the Council’s assessment of Mr X’s income in relation to grant assisted energy improvement schemes. We consider further investigation is unlikely to lead to a different outcome. And we cannot achieve the outcome the complainant is seeking.

The complaint

1. Mr X complains the Council refuses to explain why he is not eligible for a grant to replace his broken boiler. He also complains the Council told him it would not consider him for any future grants.
2. He wants the Council to admit it is wrong and replace his boiler.

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The Ombudsman’s role and powers

3. 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, or
• we cannot achieve the outcome someone wants.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

6. Mr X applied for various grants scheme to replace his boiler which he says is unreliable.
7. The Council confirms the criteria for the schemes are set by the Government. It confirms Mr X did not qualify for the grants for various reasons including:
• his income is too great
• his boiler is not completely broken
• he is on the mains gas network
8. It also says the income information Mr X provided (which is irregular rental income from a property he owns) was reviewed by an officer and by a senior manager. It confirms based on the information he provided; his household income was above the qualifying threshold.
9. Mr X demanded to know how the Council calculated his income. However, the Council confirms it did not retain the details for data protection reasons.
10. The Council has also confirmed that at the time of writing this decision, there are no new available schemes to replace Mr X’s boiler which Mr X qualifies for. However, should new grant schemes become available he is free to apply.

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Final decision

11. We will not investigate Mr X’s complaint because the Council confirms it reviewed the income information provided and determined his income exceeded the qualifying threshold. The Council has not retained the information, therefore further investigation of this point is unlikely to lead to a different outcome.
12. Also, Mr X wants the Council to replace his boiler and we cannot achieve this outcome for him.

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Investigator's decision on behalf of the Ombudsman