Summary: We will not investigate this complaint about the Authority’s response to, and its actions at, a fire, which Mrs X said resulted in significant damage to her property. There is no worthwhile outcome achievable by us carrying out an investigation.

The complaint

1. Mrs X was unhappy with the length of time it took for the Authority to attend a fire at her property. She was also unhappy with the Authority’s actions at the fire, because she said it left too early, allowing the fire to reignite. Mrs X said her property sustained significant damage because of the Authority’s failures.

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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 no worthwhile outcome achievable by our investigation. (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 the complainant and I considered the Ombudsman’s Assessment Code.

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My assessment

4. Mrs X complained to the Authority because she said there was a delay in it arriving at a fire at her property. She also raised a concern the Authority had not ensured there was no risk of reignition and had not remained long enough at the scene, to properly ensure the fire was fully extinguished. The Authority replied to Mrs X saying it was conducting an internal investigation and subsequently allowed Mrs X to provide evidence to the investigation.
5. We will not investigate this complaint, because there is no worthwhile outcome achievable by us carrying out an investigation. Substantially, Mrs X believes the Authority is liable for the damage to her property and we cannot decide liability for damages or award compensation. These are matters which should be addressed by the respective parties’ insurers, or for the Courts if need be.

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Final decision

6. We will not investigate Mrs X’s complaint because there is no worthwhile outcome achievable by us investigating.

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Investigator's decision on behalf of the Ombudsman