Summary: We will not investigate this complaint about advice and assistance the Council gave Miss X when she was moving home. This is because the Council gave Miss X with a range of means of contacting it and so there is no evidence fault with the Council’s actions.

The complaint

1. Miss X complains the Council failed to help her with Council Tax, bin collections and other matters before she moved to her property. Miss X says the Council told her to register for services online but she did not have access to the internet.
2. Miss X says the Council’s actions caused her distress as she was put to unnecessary time and trouble chasing it for assistance once she moved to her property. Miss X also says she required help with bin collections and was unable to have this in place for the time of her move.

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The Ombudsman’s role and powers

3. The Ombudsman investigates 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 may decide not to continue with an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6))

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How I considered this complaint

4. I considered information provided by the complainant and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Miss X contacted the Council for advice about her house move in October 2020. The Council replied to her and in an e-mail of 10 November 2020 it advised her she could contact it by telephone. Miss X continued to write to the Council. The Council says it did not receive all of her letters and one letter dated 10 February 2020 was water damaged. The Council accepts it failed to acknowledge this letter.
7. The Council wrote to Miss X on 9 March 2021. It said provided her with copies of relevant forms for services she requested and gave her a single point of contact where these forms could be returned to.
8. There is no evidence of fault in the way the Council has dealt with Miss X’s requests for assistance. The Council has provided her with postal addresses and telephone numbers she can use to make contact with it about services she requires. Whilst the Council suggested Miss X use its online services it has provided her with alternative ways of making contact. Therefore, we will not investigate this complaint.

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Final decision

9. We will not investigate Miss X’s complaint because there is no evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman