Leicestershire County Council (25 013 623)
Category : Transport and highways > Traffic management
Decision : Closed after initial enquiries
Decision date : 06 Jan 2026
The Ombudsman's final decision:
Summary: We will not investigate Mr X’s complaint about the Council carrying out repairs on a road. This is because there is insufficient evidence of fault by the Council and the injustice Mr X has experienced is not significant enough to warrant an investigation. We also would not be able to add to the Council’s previous response.
The complaint
- Mr X complained the Council’s roadworks has caused traffic disruption. Mr X said it caused him frustration as a result, he was late for an important appointment. Mr X wants the Council to provide him with an apology.
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:
- there is not enough evidence of fault to justify investigating, or
- any injustice is not significant enough to justify our involvement, or
- we could not add to any previous investigation by the organisation.
(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
- We will not investigate Mr X’s complaint. There is insufficient evidence of fault by the Council. We would not consider the Council carrying out work to the roads as a service failure.
- I recognise Mr X has been frustrated with the inconvenience he has experienced with the roadworks however, the injustice is not significant enough to warrant an investigation.
- The Council responded to Mr X’s complaint and explained it was essential for it to carry out repairs to maintain the road and delays and inconvenience caused to motorists were expected. This was appropriate. We could not add any more to the Council’s response.
Final decision
- We will not investigate Mr X’s complaint because there is insufficient evidence of fault by the Council and the injustice Mr X has experienced is not significant enough to warrant an investigation. We also would not be able to add to the Council’s previous response.
Investigator's decision on behalf of the Ombudsman