Summary: We will not investigate this complaint about the Council’s decision to enforce a contact restriction on Mr X. This is because there is not enough evidence of fault to warrant our involvement.

The complaint

1. Mr X complained the Council enforced a contact restriction. He said it did not follow its policy correctly.
2. He said he reported lighting faults which the Council did not act on. He said he is concerned for his family and other road users. He wants the Council to respond to his complaint.

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The Ombudsman’s role and powers

3. 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))

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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. The Council said it implemented a contact restriction on Mr X in 2020 and asked him to use one email address. It said Mr X’s correspondence became unmanageable again between 2023 and 2025.
7. The Council wrote to Mr X in 2025 to advise him of a new contact restriction. It said he must report issues through the highway fault reporting service. It said it would review the restriction in six months in line with its policy.
8. After receiving the letter, Mr X made a formal complaint. The Council said it would not respond to Mr X’s complaint because of the contact restriction in place.
9. We will not investigate this complaint. The Council’s policy and procedure for managing persistent and vexatious behaviour and complaints states its decision cannot be overturned by the complaints procedure. The Council clearly explained the contact restriction to Mr X and advised how he could raise highway concerns. There is not enough evidence of fault to warrant our involvement.

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Final decision

10. We will not investigate Mr X’s complaint because there is not enough evidence of fault to warrant our involvement.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman