Summary: We will not investigate this complaint about the Council failing to unblock a drain to a satisfactory standard. This is because further investigation would not lead to a different outcome.

The complaint

1. Mr X complains the Council has failed to unblock the drain to a satisfactory standard. He says because of this the road flooded again less than 48 hours after being unblocked. Mr X says this meant he has had to drive further to travel locations. He wants the Council to clean the drain properly and remove the flood water.

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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 the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Council upheld Mr X’s stage one complaint because it had not responded to his January 2026 report about flooding. It apologised and said it would arrange for the area to be cleared as soon as possible. Mr X remained dissatisfied and asked the Council to escalate his complaint.
6. In its final response, the Council explained that weather conditions meant it had to prioritise defects causing the greatest impact. It said it had attended the area and the drain was now empty, cleansed and working. It also said it would continue to monitor the drain through routine inspections and respond to any further reports. This was a proportionate response, and further investigation would not lead to a different outcome.

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Final decision

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

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Investigator's decision on behalf of the Ombudsman