Summary: We will not investigate Mr X’s complaint about maintenance issues at sports facilities operated by the Council. The Council has now completed the repairs and there is insufficient outstanding injustice. We will also not investigate Mr X’s concerns about the Council’s communication because we do not investigate complaints about complaint handling where we are not investigating the substantive issue.

The complaint

1. Mr X complains the Council failed to resolve maintenance issues at local sports facilities that it operates. He also says the Council delayed responding to his complaints.
2. Mr X says this has caused inconvenience.

Back to top

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))

Back to top

How I considered this complaint

4. I considered information provided by the complainant and the Council.
5. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

6. Mr X first reported the maintenance issue in February 2024. The Council told Mr X it would fix the issue by March but did not complete the works until October 2024.
7. Following Mr X’s second complaint about the matter in September 2024, it issued a formal response in December 2024.
8. In the response, the Council apologised for the delay completing the repairs and explained the reasons for the delay. It also apologised for any inconvenience caused.
9. We will not investigate this complaint. While I understand Mr X found the delay frustrating, the sports facilities were open and available for use during this period. The Council has apologised to Mr X for the delay and explained the reasons. There is insufficient outstanding injustice to warrant an investigation.
10. Additionally, we will not investigate the complaints handling as this is not a good use of our resources when we are not investigating the substantive issue.

Back to top

Final decision

11. We will not investigate Mr X’s complaint because there is insufficient outstanding injustice. Furthermore, we do not investigate complaints about complaint handling when we are not investigating the substantive issue.

Back to top

Investigator's decision on behalf of the Ombudsman