Summary: We will not investigate this complaint about how the Council supported Miss X as a care leaver. This is because we could not add to any previous investigation by the Council and Miss X’s injustice caused by any fault there was, has already been remedied. In addition, we cannot achieve the remedy Miss X wants.

The complaint

1. Miss X complained that she was placed into accommodation without receiving the essential details.
2. Miss X also complained that communication from her social worker was unclear.
3. Miss X complained that she has been at risk of homelessness and that it has caused financial stress and health concerns.

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The Ombudsman’s role and powers

4. 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:

• we could not add to any previous investigation by the organisation, or
• 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

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

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My assesment

7. Miss X complained that she was not supported in moving to suitable accommodation by her social worker and complained the cost of her accommodation was not made clear to her before she moved in.
8. The Council completed a review of the social workers case notes and found that they followed the correct processes in supporting Miss X. It explained why Miss X was only considered eligible for one of the three properties it identified for her. It also reviewed a copy of Miss X’s tenancy agreement, which outlined the costs of accommodation it offered her.
9. However, the Council apologised that Miss X was not advised at the time she was not eligible to claim housing benefit for this property and upheld this part of her complaint. The Council offered a payment of £2500 to remedy Miss X’s injustice.
10. Miss X believed the Council’s offer of £2500 does not go far enough to remedy the injustice. However, Miss X has asked for substantial compensation, and we cannot achieve this outcome.
11. Based on the documents provided by the Council and Miss X, we could not add to the investigation already completed by the Council.

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Final decision

12. We will not investigate Miss X’s complaint because we could not add to any previous investigation by the Council and any injustice caused by fault has already been remedied. Additionally, we cannot achieve the remedy Miss X wants.

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Investigator's decision on behalf of the Ombudsman