Summary: We will not investigate this complaint about a solar panel scheme as the injustice caused to Mr X does not arise from Council fault.

The complaint

1. Mr X complains he was misled that a solar panel scheme was backed by the Council as marketing material he received was signed off as being sent by it. Mr X signed up for the scheme and had solar panels installed but has an issue with the installation. Mr X wants the Council to report the company to the police for misusing its name or to accept responsibility.

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
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 any fault has not caused injustice to the person who complained or we can achieve no meaningful outcome for the complainant (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. I recognise that Mr X feels he was misled as he received marketing emails that were signed off as being sent by the Council. However, the Council is not involved in the solar panel scheme in question, it is an initiative launched by the Liverpool City Region Combined Authority. The injustice Mr X claims therefore does not arise directly from the Council itself. Mr X’s complaints are best directed to the scheme/installer.
7. If Mr X considers criminal activities have taken place, then he can report this matter himself to the police. Mr X can also seek recourse via Trading Standards.
8. For these reasons, we will not investigate.

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Final decision

9. We will not investigate Mr X’s complaint because the injustice he claims is linked to the actions of bodies other than the Council.

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Investigator's decision on behalf of the Ombudsman