Summary: We will not investigate this complaint about damage to a grass verge and how the Council handled the complaint. This is because we are unable to add to the Council’s response and an investigation would not lead to a different outcome.

The complaint

1. Mr X complained to the Council about vehicles driving over the grass verges near his home. Mr X says the grass verges are unsightly and he feels let down by the Council. Mr X says the Council delayed its response to his complaint. He wants the Council to pursue the people responsible for the damage, and to improve its complaint process.

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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:

• any injustice is not significant enough to justify our involvement, or
• 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))

3. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and s34H(1), as amended)

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How I considered this complaint

4. I considered information provided by the complainant and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mr X complained to the Council about vehicles driving over the grass verge near his home. Mr X said this was damaging the grass verge and was an eyesore.
7. In April 2025 Mr X contacted the Council again because it had not responded. Mr X sent further information and photographs to the Council.
8. The Council told Mr X it was referring the matter to a Director. The Council contacted Mr X in May 2025 and apologised for the delay. It told Mr X it had contacted the Director again.
9. The Council did not respond to Mr X’s complaint until October 2025. It apologised to Mr X for the delay.. The Council told Mr X that it has now changed the process for complaining about traffic and highways to avoid this happening again.
10. I am satisfied the Council took appropriate action in relation to its handling of Mr X’s complaint. I also do not consider the injustice suffered because of how the Council handled Mr X’s complaint significant enough to warrant an investigation by the Ombudsman.
11. The Council confirmed that it is taking action where it can in relation to the damage to the grass verges caused by vehicles. Enforcement officers have visited the site and continue to monitor the area. The Council has arranged for the grass verges to be re-seeded. It said it will also consider further action, such as installing bollards, if the problem continues.
12. I am satisfied the Council has properly considered Mr X’s complaint about the damage to the grass verges and is taking action within its powers. It is unlikely an investigation by the Ombudsman would add to this response or achieve anything more.

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Final decision

13. We will not investigate Mr X’s complaint because we are unable to add to the Council’s response and an investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman