Summary: We will not investigate Mr X’s complaint about how the Council implemented new software for its planning systems. This is because there is insufficient injustice to warrant an investigation.

The complaint

1. Mr X complained about the Council’s implementation of a replacement system for its online planning portal. Mr X also complained about the Council’s complaints process.
2. Mr X said the matter caused him frustration, uncertainty and distress.

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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 any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

6. We will not investigate Mr X’s complaint about the Council’s implementation of new software for its online planning portal.
7. Mr X’s claimed injustice is that he was uncertain whether his comments would be considered, and that he was unable to view comments made by other members of the public.
8. The Council officer’s report and the information now available online demonstrates Mr X’s comments were considered as part of the planning process. Mr X was also able to communicate directly with the planning officer during their consideration of the matter.
9. While Mr X was frustrated because he was unable to see comments made by other members of the public, it is not a statutory requirement for the Council to publish comments in this way. In any case, the comments are now available to view.
10. In its complaint response, the Council acknowledged there were some difficulties in implementing the new software, but said the issues were resolved.

Analysis

11. Even if there were difficulties with the implementation of the software, the Council considered Mr X’s comments and comments made by the public. Therefore, the claimed injustice is not significant enough to warrant an investigation by the Ombudsman, and we will not investigate this complaint.
12. Mr X also complained about how the Council handled his complaints. It is not a good use of public resources to investigate complaints about complaint procedures, if we are unable to deal with the substantive issue. Therefore, we will not investigate this matter.

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Final decision

13. We will not investigate Mr X’s complaint because the claimed injustice is not significant enough to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman