Leeds City Council (25 031 076)
Category : Other Categories > Leisure and culture
Decision : Closed after initial enquiries
Decision date : 12 Jul 2026
The Ombudsman's final decision:
Summary: We will not investigate Miss X’s complaint about the Council’s library computers only allowing her to access the internet via a wired connection because the injustice is not significant enough.
The complaint
- Miss X complained the Council’s library computers are only allowing her to connect to the internet via a wired connection. It caused Miss X frustration. She wants the Council to review the matter.
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 any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Miss X and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Miss X attends the Council’s public library and uses its computers to connect to the internet.
- Miss X asked the Council why there is no option to connect to the internet via a wireless connection. Miss X said she is unhappy with the wired connection and feels the Council has treated her unfairly as there is no other way to connect to the internet.
- In response to Miss X’s complaint, the Council:
- explained to Miss X across all its libraries, the only connection to the internet from its computers is via a wired connection. People can also use their own devices to connect to the Council’s network and use the internet; and
- it offered Miss X support if she required help with accessing the internet.
- We will not investigate Miss X’s complaint. We recognise Miss X is frustrated she cannot access the internet from a public computer via a wireless connection however, her personal injustice is not significant enough to warrant an investigation.
Final decision
- We will not investigate Miss X’s complaint because the injustice is not significant enough to warrant an investigation.
Investigator's decision on behalf of the Ombudsman