Summary: We will not investigate this complaint about the Council’s response to Mrs X’s reports of a loss of water supply to her home. There is not enough evidence of fault in the Council’s actions to justify an investigation.

The complaint

1. Mrs X complains the Council:
• failed to act on her reports of the loss of running water in her home
• failed confirm the reason for the disruption to her water supply; and
• failed to rehouse her because of a lack of a reliable source of running water.

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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 there is not enough evidence of fault to justify investigating.

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

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My assessment

5. Mrs X rents her property. The Council is not her landlord. In June 2023 she reported a loss of water to the Council. When the Council contacted her shortly after her report it was advised the water supply was back on. The Council took no further action.
6. About a year later Mrs X reported a loss of water again. Her landlord arranged for engineers to investigate and the supply to the block of flats where she lives was reinstated within a few hours. The Council took no further action.
7. Mrs X complained the Council failed to investigate and confirm why her water supply has been disrupted. She also says it should rehouse her because she has suffered interruptions to her water supply.
8. The Council confirms it has powers to investigate if a property is without water for a long period. However, on the occasions Mrs X reported loss of water, the loss of supply was only for a relatively short period. Also, her property is not owned by the Council. The water company is responsible for the supply to the block of flats and her landlord is responsible for issues within the block.
9. I understand Mrs X is concerned that her water supply has been disrupted more than once. However, there is not enough evidence of fault in the Council’s actions as it is not required to investigate the reasons for the minor disruptions.
10. Mrs X also wants the Council to rehouse her. It has provided her with information on how to register and express interests in a new property. Again, there is no evidence of fault in the Council’s actions.

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Final decision

11. We will not investigate Mrs X’s complaint because there is not enough evidence of fault in the Council’s actions.

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Investigator's decision on behalf of the Ombudsman