Summary: We will not investigate this complaint about the Council’s system for reporting highway maintenance issues. We could not add to the Council’s investigation and an investigation would not lead to a different outcome.

The complaint

1. Mr X complains about the Council’s system for reporting highway maintenance issues. He also says the Council is failing to complete highway maintenance works within the timeframes set out in its policy.

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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:

• we could not add to any previous investigation by the organisation, or
• 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 the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. In its complaint response, the Council explained its processes for reporting highways maintenance issues and why the status of reports logged by Mr X had not been updated, even though the Council had completed the repair works within the required timeframe. It apologised to him for any confusion caused. It said it was reviewing its process to work out what went wrong, and to ensure the status of outstanding repairs is appropriately updated going forward.
6. We will not investigate this complaint as it is unlikely we could add to the Council’s response. The apology provided is an appropriate remedy for any uncertainty and confusion caused. It has explained that despite the reporting errors, the repair works were completed within the required timeframe. It is acting to review and improve the accuracy of its reporting system moving forward. This is what we would expect and so it is unlikely an investigation by us would lead to a different outcome or achieve anything more.

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Final decision

7. We will not investigate Mr X’s complaint because it is unlikely an investigation would add to the Council’s response or reach a different outcome.

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Investigator's decision on behalf of the Ombudsman