Leeds City Council (25 021 316)
Category : Housing > Private housing
Decision : Closed after initial enquiries
Decision date : 12 May 2026
The Ombudsman's final decision:
Summary: We will not investigate Miss X’s complaint about works undertaken in her home under a Home Upgrade Grant. This is because there is not enough evidence of fault with the Council’s actions to justify an investigation.
The complaint
- Miss X complains about the quality of works completed in her home as part of a Home Upgrade Grant.
The Ombudsman’s role and powers
- 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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- In 2024, the Council approved Miss X’s application for a grant for works to her home to improve energy efficiency. The contract for the works was between the contractor and Miss X.
- Miss X said the work completed by the contractor included installing a heat pump dangerously, leaving her and her child without heating or hot water for a week. She complained to the contractor and to the Council. The Council agreed with Miss X that the work carried out was poor. It said it would liaise with the contractor and ask it to consider an appropriate compensation offer.
- We will not investigate this complaint. The law says we cannot investigate the actions of the contractor. I can only consider the role of the Council. The Council had no contractual role in this agreement. Therefore, any complaints about the works of this agreement should be directed to the contractor.
Final decision
- We will not investigate Miss X’s complaint because there is not enough evidence of fault in the actions of the Council to justify an investigation.
Investigator's decision on behalf of the Ombudsman