Hampshire County Council (25 011 523)
Category : Transport and highways > Other
Decision : Closed after initial enquiries
Decision date : 06 Feb 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the way the Council communicated with Mr X about cutting back his hedge from the highway. We consider further investigation will not lead to a different outcome.
The complaint
- Mr X complains the Council failed to communicate in a timely and sensitive manner about works required to a hedge on his property.
The Ombudsman’s role and powers
- 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))
How I considered this complaint
- I considered information provided by Mr X and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X was having work done at his property before moving in. He was told by his contractor that the Council had advised his hedge should be cut back as it was overhanging the highway. Mr X paid for the hedge to be cut back.
- The Council visited the site again and asked for the hedge to be cut back further. Mr X contacted the Council and officers provided details of the work required. Mr X had to pay for further work.
- Mr X complains about lack of written confirmation. He says if the Council was specific in its original request he would not have had to spend money again to have the hedge re-trimmed.
- However, Mr X could have questioned the extent of the necessary work with the Council after it approached his contractor. He did not.
- I understand Mr X is not satisfied with the way the Council communicated with him. But it has apologised if he felt the informal verbal contact through his contractor was unprofessional.
Final decision
- We will not investigate Mr X’s complaint because I do not consider that further investigation will lead to a different outcome.
Investigator's decision on behalf of the Ombudsman