Summary: We will not investigate Mr X’s complaint about the Council’s maintenance of road drainage. Further investigation would not lead to a different outcome.

The complaint

1. Mr X complains the Council have failed to maintain adequate drainage on a road outside his home.

Back to top

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 there is not enough evidence of fault to justify investigating, 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 34H(i), as amended)

Back to top

How I considered this complaint

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

Back to top

My assessment

6. In September 2025 Mr X contacted the Council raising concerns about surface water flooding on the public highway and surrounding area.
7. In October 2025 Council carried out works to clean the soakaway and clear a build up of silt from the connecting pipes. It said it would continue to monitor the area and investigate if further if stormwater doesn’t drain in a reasonable timeframe.
8. Mr X complained the Council’s testing of the drainage was inadequate and the Council had not carried out a camera inspection of the drainage system or properly considered if the drainage system had sufficient capacity. He asked the Council to consider if the drainage system was adequate and take actions to improve the drainage if it was not.
9. After Mr X came to the Ombudsman, the Council undertook further works to cleanse gullies, pipework, soakaways, and weepholes. The Council also undertook camera surveys of the drainage and completed a level survey to assess the capacity of the drainage system. Following this, the Council raised further works to increase the capacity of the drainage system. The Council say the further works will be completed this summer.
10. I am satisfied with the Council’s actions. The Council has monitored the situation and when issues continued, it carried out suitable investigations. It then raised works which it says will be completed in a reasonable timeframe. Further investigation would not lead to a different outcome.

Back to top

Final decision

We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.

Back to top

Investigator's decision on behalf of the Ombudsman