Summary: We will not investigate this complaint about the Council’s handling of complaints about library services and staff conduct. This is because we could not add to the investigation carried out by the Council or achieve a worthwhile outcome from further investigation.

The complaint

1. Mr X complains the Council failed to properly investigate their complaints about staff conduct, poor service, operational issues and anti-social behaviour at a library. Mr X says the Council did not properly address wider concerns about staffing, signage, policies, Super Access faults or deal with the complaint properly.

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:

• further investigation would not lead to a different outcome, or
• there is no worthwhile outcome achievable by our investigation.

(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 the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. The Council investigated Mr X’s complaint. It reviewed CCTV evidence, consulted relevant staff and managers, and provided detailed responses to the issues raised.
6. The Council identified fault in some aspects of its service. It accepted a member of staff's conduct during a closing-time interaction fell below expected standards, apologised, and addressed the matter through internal management processes. It also accepted a member of staff provided incorrect information and apologised. The Council said the officer concerned would undertake refresher training.
7. The Council considered Mr X’s other concerns about anti-social behaviour in the library, access issues and the way library services are operated. While Mr X disagrees with some of the Council's conclusions, we have not seen independent evidence which suggests a further investigation is likely to reach different findings.
8. We will not investigate this complaint. The Council has already considered the complaint in detail, acknowledged fault where identified, apologised and taken action in response. It is unlikely we could achieve anything worthwhile from further investigation.
9. Mr X is unhappy with the Council’s complaint handling. It is not a good use of public resources to investigate complaints about complaint procedures, if we are not investigating the substantive issue.

Back to top

Final decision

10. We will not investigate Mr X’s complaint because further investigation is unlikely to lead to a different outcome or achieve a worthwhile outcome.

Back to top

Investigator's decision on behalf of the Ombudsman