Summary: We will not investigate this complaint about the Council changing the locks to a rented garage. This is because we have decided any injustice is not significant enough to justify our involvement.

The complaint

1. Mrs B complains the Council changed the lock on her rented garage without any notice. Mrs B says this caused her stress and anxiety because she could not access the garage and she had to make separate arrangements to store her motorbike overnight. Mrs B would like the Council to accept it was at fault and apologise.

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The Ombudsman’s role and powers

2. People may complain to us about injustice caused by:
• ‘maladministration’ and ‘service failure’ by a public organisation we could investigate; or
• the actions of an organisation in connection with privately arranged adult social care.

(Local Government Act 1974, section 26A(1) or section 34C(1)(a)).

3. 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), or section 34B(8)).

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How I considered this complaint

4. I considered information provided by Mrs B.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. The law means we can choose only to investigate a complaint where the person has suffered serious loss, harm, or distress as a direct result of faults or failures by the body complained about.
7. There is a disagreement between Mrs B and the Council about whether the Council attempted to tell Mrs B in advance that it would be changing the lock.
8. We could start an investigation to try to find out what happened. But, I find the impact of this incident on Mrs B was not so serious it would justify public money being spent on an investigation by the Ombudsman. Mrs B was given the key for the new lock the following day and the Council allowed Mrs B a rent-free period for the garage.
9. So, an investigation by the Ombudsman is not justified.

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Final decision

10. We will not investigate this complaint because any injustice is not significant enough to justify our involvement.

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Investigator's decision on behalf of the Ombudsman