Summary: We will not investigate Ms X’s complaint about the Council’s handling of her building regulation application. This is because further investigation by us would not lead to a different outcome.

The complaint

1. Ms X complains about the Council’s handing of her building control certificate application and related queries. She says the poor communication caused her stress and inconvenience. She wants the Council to compensate her in recognition of its poor handling.

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The Ombudsman’s role and powers

2. 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 further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by Ms X and the Council.
4. I also considered the Ombudsman’s Assessment Code.

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My assessment

5. Since Ms X complained to us, the Council has issued her building control certificate and responded to her queries. It acknowledged the communication difficulties she faced and apologised for this. It also provided feedback to the relevant service.
6. The Council has taken appropriate and proportionate action to address Ms X’s complaint and remedy the injustice she experienced. Further investigation by us would not lead to a different outcome. Therefore, I will not investigate.

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Final decision

7. We will not investigate Ms X’s complaint because further investigation by us would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman