Summary: We will not investigate this complaint about the Council’s handling of Ms X’s vehicle crossover application. This is because an investigation is unlikely to add to that already carried out by the Council or lead to a significantly different outcome.

The complaint

1. Ms X complains about the Council’s handling of her vehicle crossover application. She says time has been wasted and this has caused her distress and inconvenience, preventing her from being able to park safely and securely. She says the Council should award her adequate compensation and expedite the work to make up for the delays and poor service.

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

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My assessment

5. In responding to Ms X’s complaint about its handling of this matter, the Council upheld the complaint and acknowledged its service had not met its usual standard. It apologised for this and offered to refund the £50 fee Ms X had paid.
6. In response to my initial query about the case, the Council has confirmed that a planning application for the crossover had been required because Ms X lives in a multi-dwelling and that while a site inspection had taken place prior to planning permission being applied for, no formal estimate for the crossover had been made at that time. However, it has confirmed that a formal estimate has now been sent to Ms X and that it will make every effort to expedite the work as soon as acceptance and payment is made.
7. We do not investigate every complaint we receive. We are a publicly funded body and have an obligation to use the funds allocated to us in an effective, efficient and economic way. This means that we will normally not investigate where an investigation will not usefully add to that already carried out by the Council or lead to a significantly different outcome.

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Final decision

8. We will not investigate Ms X’s complaint because an investigation is unlikely to add to that already carried out by the Council or lead to a significantly different outcome.

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Investigator's decision on behalf of the Ombudsman