Summary: We will not investigate this complaint about Mr X’s claim for a discretionary housing payment. This is because investigation would not lead to a different outcome.

The complaint

1. Mr X complains the Council did not properly consider his discretionary housing payment claim, losing his form and documents. And it did not send a letter in large print. This caused him frustration and uncertainty.

Back to top

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:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome,

(Local Government Act 1974, section 24A(6), as amended, section 34(B)).

Back to top

How I considered this complaint

3. I considered information provided by Mr X and the Council.
4. I considered the Ombudsman’s Assessment Code.

My assessment

5. Mr X says he sent the Council a DHP claim form in November 2023. But the Council said its records showed it did not receive a form until February 2024. There is not enough evidence the Council received and overlooked a form. It is possible that the form was lost in the post. There is not enough evidence of fault to justify an investigation.
6. The Council considered the claim it received in February 2024 but it closed it on 21 March because Mr X did not send the evidence it requested. There is not enough evidence of a fault here.
7. Mr X sent more evidence in May 2024, and chased his claim. The Council confirmed it had already closed the claim. It also sent him a letter which was not in large print. Mr X complained about how the Council dealt with his claim.
8. In its complaint response in October the Council explained the reason it had closed the claim and offered to review the claim if Mr X sent further evidence. It apologised it sent a letter which was not in large print as Mr X requested. It said it had noted his claim to ensure it met this reasonable adjustment in future.
9. This is a suitable remedy for any injustice to Mr X. I do not consider we could add to the Council’s investigation, or that the outcome would change.

Back to top

Final decision

10. We will not investigate this complaint because further investigation would not lead to a different outcome.

Back to top

Investigator's decision on behalf of the Ombudsman