Summary: We will not investigate this complaint about the Council’s decision to change the hours to access the Books of Remembrance at its crematoria. We consider an investigation is unlikely to lead to a different outcome.

The complaint

1. Mr X complains the Council has reduced public access to the Hall and Books of Remembrance at a cemetery. He says it decided to do this without notice or consultation. And it has not kept records or minutes of its decision.

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

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My assessment

5. The Council confirms the initial access to the Books of Remembrance was every weekend and bank holiday from 10am to 2pm.
6. It says it decided to review opening times following “extremely limited visitor numbers on most weekends/banks holidays”. Based on the numbers of visitors, it agreed to open access to the Books of Remembrance on the more popular weekends and bank holidays with no reduced times.
7. The Council says the decision to reduce opening times was approved by the Cabinet in February 2018. Two months’ notice was given of the changes to access times by placing notices:
• on the Council’s website
• in the Books of Remembrance rooms at the Council’s crematoria; and
• on the notice boards at the Council’s cemeteries.
8. It also advised all funeral directors and clergy in the area and made the books of remembrance available to view on its website.
9. The Council’s website states that the Books of Remembrance are available to view in person between 10am and 2pm Monday to Friday, and all day on:
• Mother’s Day
• Good Friday
• Easter Sunday
• Easter Monday
• Father’s Day
• Christmas Day; and
• Boxing Day.
10. Additionally, a person can make an appointment to view the books in person outside the schedule opening hours.
11. The Council confirms it received eight enquiries about access to the Books of Remembrance since 2018.
12. I understand Mr X considers the Council is preventing access to the Books and Hall of Remembrance on family anniversary days. However, the Council’s decision and the new opening hours have been in place for six years. And the Council has confirmed it has had only eight enquiries in that time. It also confirmed none of the previous enquiries have remained dissatisfied when advised of the access arrangements or the ability to make an appointment.
13. In view of the above, I do not consider an investigation would lead to a different outcome.

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Final decision

14. We will not investigate Mr X’s complaint because I do not consider an investigation would lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman