Kingston upon Thames Council (202116742)

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REPORT

COMPLAINT 202116742

Kingston upon Thames Council

2 November 2021


Our approach

What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine whether a complaint comes within their jurisdiction. The Ombudsman seeks to resolve disputes wherever possible but cannot investigate complaints that fall outside of this. 

In deciding whether a complaint falls within their jurisdiction, the Ombudsman will carefully consider all the evidence provided by the parties and the circumstances of the case.

The complaint

  1. The complaint concerns the contact details provided on Council Tax information.

Determination (jurisdictional decision)

  1. When a complaint is brought to the Ombudsman, we must consider all the circumstances of the case as there are sometimes reasons why a complaint will not be investigated.
  2. After carefully considering all the evidence, I have determined that the complaint, as set out above, is not within the Ombudsman’s jurisdiction.

Summary of events

  1. The resident’s complaint concerns the contact details provided on printed literature about Council Tax.
  2. The resident raised a complaint with the landlord about its decision to limit its contact details to website links in information leaflets. The resident explained that she was concerned that in limiting the contact to only digital means, that this would in turn prevent those without the internet from contacting the Council.
  3. The landlord provided a final response to the complaint on 21 May 2021. The landlord explained that the resident had exhausted the complaints handling process.

Reasons

  1. Paragraph 36 of the Housing Ombudsman Scheme states that:

The person complaining, or on whose behalf a complaint is made must have been, in the Ombudsman’s opinion, adversely affected by those actions or omissions in respect of their application for, or occupation of, property

39(m) The Ombudsman will not investigate complaints which, in the Ombudsman’s opinion: fall properly within the jurisdiction of another Ombudsman, regulator or complaint-handling body;

Information provided in a leaflet about Council Tax is not a housing issue it is a function of a local authority. Similarly, the Council’s overall approach to communicating with its constituents and the way in which it makes contact information available, is also something it does as local authority.

  1. The Local Government and Social Care Ombudsman can consider complaints about local authorities.
  2. I am therefore satisfied that this is not a complaint which the Ombudsman can consider.
  3. The Local Government and Social Care Ombudsman details are as follows: www.lgo.org.uk 0300 061 0614.