London Borough of Newham (25 026 239)
Category : Other Categories > Leisure and culture
Decision : Closed after initial enquiries
Decision date : 12 May 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s decision to increase the price of Ms X’s leisure membership. This is because an investigation would be unlikely to find fault with the Council’s actions.
The complaint
- Ms X complained the Council increased her leisure membership despite assuring her she could keep the earlier rate offered.
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 Ms X and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Ms X complained the Council increased the price of her membership. She said in 2023 she received written confirmation that she would retain membership at a reduced price for an indefinite period.
- The Council explained the previous operator made this offer and it was no longer in effect. The Council confirmed there were no records of a lifetime membership offered to Ms X by the previous operator.
- The evidence shows the Council has informed Ms X that the previous operator made this offer and as she is now subject to a new contract, the terms associated with the previous membership no longer apply. There is no evidence of fault in the Council’s actions. An investigation would therefore be unlikely to result in finding fault with the Council.
Final decision
- We will not investigate Ms X’s complaint because an investigation would be unlikely to find fault with the Council’s actions.
Investigator's decision on behalf of the Ombudsman