Summary: We upheld Mr X’s complaint about how the Council handled his application for a Discretionary Housing Payment (DHP). The Council agreed to resolve the complaint early by carrying out a fresh review of Mr X’s application and issuing a service improvement.

The complaint

1. Mr X complains the Council refused his application for a Discretionary Housing Payment (DHP), despite it being previously awarded. He says his health is worsening and he cannot find cheaper accommodation that meets his disability-related needs. Mr X wants the Council to reassess his application and award the DHP.

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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).

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How I considered this complaint

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

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My assessment

5. If we investigated this complaint, we would be likely to find fault causing injustice to Mr X. The evidence we have seen does not show the Council properly considered the additional information Mr X provided in support of his DHP application. The Council’s decision letters also do not explain why it considered the evidence was inadequate to support the application. Without sufficient reasons, Mr X could not properly understand how the Council reached its decision.
6. We therefore asked the Council to consider a suitable remedy for the injustice caused to Mr X.

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Agreed action

7. To remedy the injustice caused, within four weeks of the final decision, the Council has agreed to:
• Carry out a fresh review of Mr X’s DHP application and issue a full written decision explaining how it considered and evaluated the evidence provided.
• Remind officers they must give clear and sufficient reasons for DHP decisions and review decisions so applicants can understand the outcome of their application.

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Final decision

8. We have upheld this complaint, and the Council has agreed to resolve it early by providing a proportionate remedy for the injustice caused to Mr X.

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Investigator's decision on behalf of the Ombudsman