Summary: We will not investigate Mr X’s complaint about the Council’s handling of his housing benefit. This is because the Council has taken appropriate action to resolve the complaint. Further investigation by us would not lead to a different outcome.

The complaint

1. Mr X complains the Council wrongly cancelled his housing benefit and delayed sending his appeal to the Tribunal.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
3. We do not start or continue an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), section 34(B))

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How I considered this complaint

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

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My assessment

6. The Council accepted that it delayed dealing with Mr X’s appeal. Once it completed a review, it decided to award Mr X housing benefit from the date of the cancellation and back paid him for the relevant period. It also apologised to him and offered £150 compensation.
7. The Council has taken appropriate and proportionate action to address Mr X’s complaint and remedy its fault. Further investigation by us would not lead to a different outcome.

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Final decision

8. We will not investigate Mr X’s complaint because further investigation by us would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman