London Borough of Newham (21 009 365)
Category : Planning > Building control
Decision : Closed after initial enquiries
Decision date : 06 Apr 2022
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s response to a complaint about delay in providing information. This is because the response has not caused so significant an injustice as to warrant the Ombudsman’s intervention
The complaint
- The complainant, who I will refer to as Mr C, complains that the Council’s response to his complaint about delay in the provision of information is inadequate.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr C complained that the Council delayed providing him with a building control completion certificate. The Council has accepted that it was at fault. It has apologised to Mr C and offered what it describes as a goodwill payment of £50.
- Mr C does not believe the payment offered reflects the time and trouble he was put to in pursuing the matter. He wants a further £100.
- We will not investigate Mr C’s complaint. The difference between what Mr C wants and what the Council has offered does not cause so significant an injustice as to justify investigation by the Ombudsman.
Final decision
- We will not investigate Mr C’s complaint because there is insufficient injustice to warrant our intervention.
Investigator's decision on behalf of the Ombudsman