Summary: We will not investigate this complaint about delay in the Council opening its energy company obligation (ECO4) scheme for applications. This is because there is insufficient evidence of fault. In addition, the alleged fault has not caused any significant injustice.

The complaint

1. Mr X complains about delay in the Council opening its energy company obligation (ECO4) scheme for applications. He also complains about poor communication from the Council about when it would open applications for the scheme.

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The Ombudsman’s role and powers

2. 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 an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

5. The energy company obligation (ECO) is a government energy efficient scheme designed to tackle fuel poverty and help reduce carbon emissions by delivering home energy efficient improvements to those who need them most. ECO4 is the fourth phase of the ECO scheme. ECO4 measures were able to be delivered from 1 April 2022 and will run until March 2026.
6. ECO4 flex is a household referral mechanism within the wider ECO4 scheme which enables councils to widen the eligibility criteria for ECO, allowing them to tailor the energy efficient schemes to their area. It exists to target low income households who are unlikely to be eligible otherwise.
7. Councils can sign up to participate in ECO4 flex by publishing a statement of intent. This outlines their intention to participate in the scheme and to follow the scheme rules.
8. An investigation is not justified as we are not likely to find fault with the Council. This is because there are no set timescales for when the Council should have opened the scheme by. I note that ECO4 measures were able to be delivered from 2022. However, there was no requirement for the Council to have opened its scheme by that date.
9. I can see the Council did provide Mr X with some dates of when the scheme would open, which did not materialise. I accept this would have been frustrating for Mr X. However, I do not consider this to be significant enough to justify an investigation, especially when considering the Council was not obliged to open the scheme within a specific timeframe.

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Final decision

10. We will not investigate Mr X’s complaint because there is insufficient evidence of fault. In addition, the alleged fault has not caused any significant injustice.

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Investigator's decision on behalf of the Ombudsman