Telford & Wrekin Council (23 000 700)
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s online planning system. This is because it is unlikely an investigation by the Ombudsman would add to the Council’s response or achieve anything more for the complainant.
The complaint
- The complainant, whom I shall refer to as Mr X, has complained he has not been able to view planning documents on the Council’s website.
The Ombudsman’s role and powers
- 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:
- we could not add to any previous investigation by the council, or
- further investigation would not lead to a different outcome.
(Local Government Act 1974, section 24A(6))
How I considered this complaint
- I considered information provided by Mr X and the Ombudsman’s Assessment Code.
My assessment
- Mr X has complained he is unable to access planning documents on the Council’s website. The Council has accepted there are compatibility issues with some devices. It says the current system is due to be replaced and the problems should be resolved by the end of next year. The Council has put a disclaimer on its website so people are aware of the problem, and it has explained alternative ways documents can be viewed.
- Mr X says the issue with the Council’s system has made it difficult for him to comment on a planning application for a development in the area where he lives. But the Council did offer to send the planning documents to Mr X so he could view these.
- I understand Mr X is unhappy with the Council’s response. However, I consider it unlikely an investigation by the Ombudsman could add to this or achieve anything more for Mr X.
Final decision
- We will not investigate Mr X’s complaint because it is unlikely we could add to the Council’s response or achieve anything more for Mr X.
Investigator's decision on behalf of the Ombudsman