Summary: We will not investigate this complaint about how the Council interpreted and applied the Warm Home scheme. This is because there is not enough evidence of fault to justify investigating and there is no significant injustice.

The complaint

1. Mr X complains about how the Council has interpreted and applied the Warm Homes scheme in relation to his property. He feels the work the Council has offered to do is not suitable for his home and will not lead to any meaningful reduction in his bills. He would like the Council to explain its decision and to change how it interprets and applies its policy.

Back to top

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 or continue an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• any injustice is not significant enough to justify our involvement

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

Back to top

How I considered this complaint

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

Back to top

My assessment

5. The Council considered legislation, policy, information from Mr X and explained why it felt the offer it had made to Mr X was suitable. In particular, it explained the need to balance cost with energy savings, and why it would not offer additional work.
6. The Ombudsman cannot question whether a Council’s decision is right or wrong simply because a complainant disagrees with it, unless there is evidence of fault. Here, the Council took Mr X’s individual circumstances into account and made a decision that was in line with its process and legislation.
7. The work the Council has offered to carry out at Mr X’s property means he would save £400 a year in bills. While I recognise this may not be as large a saving as Mr X would like, it is not indicative of the Council being at fault. The Council explained the work would achieve an Energy Performance Certificate (EPC) for his property of C and that this meets the aim of the Council’s grant scheme
8. Therefore, we will not investigate this complaint because there is not enough evidence of fault in the way the Council reached its decision.

Back to top

Final decision

9. We will not investigate Mr X’s complaint because there is not enough evidence of fault to justify investigating and there is no significant injustice.

Back to top

Investigator's decision on behalf of the Ombudsman