Summary: We will not investigate this complaint about the Council installing boulders close to Mrs X’s home without conducting a consultation with residents. The claimed injustice is not significant enough to warrant our involvement.

The complaint

1. Mrs X complained the Council installed boulders close to her home and did not hold a consultation with residents before doing so.
2. Mrs X said this negatively impacted her wellbeing and the boulders have devalued her home, impacting her ability to sell it.

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The Ombudsman’s role and powers

3. 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. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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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. Mrs X complained the Council installed boulders close to her home. She said it did not consult with residents before doing so.
7. In its complaint response, the Council said it had consulted with residents about the area previously. It said residents had concerns about anti-social behaviour (ASB). The Council said boulders agreed to be the most favourable option to prevent ASB.
8. The Council could not produce a record of the consultation but said it spoke to an officer who attended the meeting before responding to Mrs X’s complaint.
9. We will normally only investigate a complaint where the complainant has suffered serious loss, harm or distress as a direct result of faults or failures by an organisation.
10. I do not believe Mrs X has suffered a significant injustice because of the Council’s actions here. While she may be unhappy with the installation of the boulders, this is not significant enough to warrant our involvement.
11. Therefore, we will not investigate this complaint.

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Final decision

12. We will not investigate Mrs X’s complaint because the claimed injustice is not significant enough to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman