Summary: We will not investigate this complaint about the delay and poor customer service the complainant received from an agency acting on the Council’s behalf. We consider the Council’s apology and actions to ensure the agency recognises and addresses customer services issues is an acceptable remedy to his complaint. We consider that further investigation will not lead to a different outcome.

The complaint

1. Mr X complains the Council has failed to uphold his complaint about the failure to progress work at his home under the Green Homes Grant Local Authority Delivery Scheme. He says the responses to his queries lacked clarity, and there was poor communication and poor customer service.
2. He wants the Council to uphold his complaint in full and provide compensation for the failure to provide the terms of the green homes grant adequately and within timescale.

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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.

(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. The Council acknowledges the agency acting on its behalf failed to deliver a scheme for insulation and a heat pump. It also accepts the agency’s responses to Mr X were unclear and he received poor customer service. The Council has apologised for this. It confirms it has formally requested the agency to present the lessons it has learned in a report on the delivery of the Green Homes Grant scheme to the Council.
7. However, the Council also acknowledges the agency:
• followed the process of developing a whole house plan for Mr X
• identified potential measures for the property; and
• arranged for technical surveys by installers to make sure the potential measures were deliverable and within budget.
8. I consider there has been some fault in Mr X’s case because the agency acting for the Council delayed in communication and gave mixed messages. I understand this may have been confusing and frustrating for Mr X.
9. But I also consider the Council has now satisfactorily addressed this matter. It has raised the matter with the agency and asked it to present a report including lessons learned and customer service to the Council. It has also apologised to Mr X for the poor customer service he received. I consider this is an acceptable remedy for the complaint raised. Further investigation will not lead to a different outcome.

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Final decision

10. We will not investigate Mr X’s complaint because the Council’s apology and actions to ensure the agency recognises and addresses customer services issues is an acceptable remedy to his complaint. We consider that further investigation will not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman