Summary: We have ended our investigation into Mr X’s complaint about the handling of his Warmer Homes application for grant works to improve his property as there is nothing more we could achieve by further investigation.

The complaint

1. Mr X complains of the Authority’s and its subcontractor’s actions relating to the replacement of windows in his home under the Warmer Homes Initiative. He says avoidable and unnecessary delays meant available funds from the scheme had already been allocated by the time his window replacement was properly considered. Mr X also complains the Authority did not deal with his complaints in a timely manner.
2. Mr X says this has caused him avoidable distress and frustration and that he has lost out on the opportunity to have replacement windows fitted under the scheme.

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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:

• further investigation would not lead to a different outcome; or
• we cannot achieve the outcome someone wants.

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

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How I considered this complaint

4. I have considered all the information Mr X provided and discussed this complaint with him. I have also asked the Authority questions, and in turn have considered the Authority’s response.
5. Mr X and the Authority had the opportunity to comment on my draft decision. I have taken any comments received into consideration before reaching my final decision.

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What I found

6. The Authority administered a Warmer Homes Programme (the programme) funded by central government. The programme was designed to give grants to fund certain types of home improvement in eligible properties. Applications opened in 2022 and the programme closed in 2023.
7. The Authority worked with a delivery partner (Company A) who would organise and carry out the works.

What happened

8. In October of 2022, Mr X applied to Company A for works to be done at his home. These would be funded by the programme.
9. Surveys were carried out in the first half of 2023 to look at what works Mr X may be eligible to receive.
10. At the end of June 2023, Mr X complained to the Authority about delays he had experienced related to the surveys and about replacement windows being fitted to parts of the property.
11. Mr X had a new boiler fitted under the programme in the summer of 2023.
12. Mr X did not receive replacement windows under the programme. This was because the limit on the number of those being funded had been reached before the window replacements were fully considered.
13. Having complained to Company A and the Authority, Mr X later brought his complaint to the Ombudsman.

Analysis

Replacement windows

14. The limit for the number of replacement windows to be provided under the programme had been reached before Mr X’s application reached the stage where replacements would have been signed off and confirmed.
15. Whilst Mr X may have experienced delays before this, the programme was centrally funded by government with strict deadlines and parameters for the number of replacements allowed.
16. The Authority is not now able to offer replacement windows due to the cap being reached and the programme subsequently having ended.
17. Mr X has stated that he wishes the outcome of his complaint to be the fitting of the windows. This is not something the Ombudsman can achieve.
18. I am therefore satisfied that no worthwhile outcome can be achieved by further investigation.

Complaint Handling

19. Mr X said that when complaining about the administration of the scheme he was referred to both Company A and the Authority. Mr X was unhappy with the responses he received.
20. Regardless of any issues Mr X may have experienced in the handling of his complaint, I am satisfied the Authority is not now in a position to organise replacement windows funded by the programme.
21. I am therefore satisfied, that in the circumstances of this complaint, it is not proportionate to investigate the matter of the complaint handling further. I am satisfied no worthwhile outcome can be achieved by further investigation.

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Final decision

22. I have ended my investigation. There is no worthwhile outcome achievable by further investigation.

Investigator’s final decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman