Summary: The Ombudsman will not investigate this complaint about the library because there is insufficient evidence of fault by the Council.

The complaint

1. The complainant, whom I refer to as Mr X complains that the Council did not give notice about an upgrade to its library computers. He also says one of the scanners is defective and the software on the computers is out of date.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if we believe it is unlikely we would find fault. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I read the complaint and the Council’s responses. I invited Mr X to comment on a draft of this decision.

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What I found

4. Mr X visits the library most days and uses the computers to do essential work. He complained that he was unable to use the computers on 16 May because they were being upgraded. He also said that one of the scanners does not work properly and that the software on the computers is outdated.
5. In response the Council said that notices about the shutdown for the upgrade were placed next to each computer on 14 May. It said it would check the scanner that Mr X said was faulty. It also explained that it would replace all the scanners when it updates the operating system. It said it would consider increasing the software available on the computers.

Assessment

6. I will not start an investigation because there is insufficient evidence of fault by the Council. The Council put notices next to each computer before the shutdown for the upgrade. It also told Mr X it would check the scanner and that all the scanners are due to be replaced. It also said it would consider increasing the software on the computers. This was an appropriate response.

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Final decision

7. I will not start an investigation because there is insufficient evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman