Summary: We will not investigate this complaint about a Housing Support Fund application because there is not enough evidence of fault to justify investigating.

The complaint

1. Mr Y complained the Council wrongly refused his Housing Support Fund application as it did not consider his health needs. As the Council are aware of his health, Mr Y says the Council should have given him support without him having to give further information.
2. Mr Y says the issue caused him financial hardship and distress.

Back to top

The Ombudsman’s role and powers

3. 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 there is not enough evidence of fault to justify investigating.

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

Back to top

How I considered this complaint

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

Back to top

My assessment

6. The Household Support Fund (HSF) was a government grant to support vulnerable households with items such as food, energy, and water bills. Councils have discretion over eligibility and how to apply.
7. Mr Y complained to the Council about the refusal of his Housing Support Fund application. However, the documentation does not show any refusals. The Council said the Household Support Fund eligibility is one application per person, and the Council provided Mr Y with support.
8. As Mr Y was unhappy with the Council’s response, he approached us. Mr Y felt the Council had not considered his health needs when deciding his application. Mr Y felt the Council should give him two grants of support without more questions, because it was already aware of his health conditions.
9. The Council said applications to its Housing Support Fund were through a referral from a professional or practitioner only. Applicants could receive one referral between April and June 2025 and one referral between June 2025 and March 2026.
10. The Council gave Mr Y cash support (for energy costs) in October 2025. After a second referral in January 2026, the Council provided Mr Y with a supermarket voucher for food. The Council says outside of the referral periods, it also granted food parcels for Mr Y in December 2025 and March 2026, thereby going above the statutory requirements.
11. Mr Y complains he was refused support from the Housing Support Fund. However, the Council’s records show no refusals to his applications and the Council gave more support than the scheme was due to provide. Consequently, there is not enough evidence of fault to justify investigating Mr Y’s complaint.
12. This was a discretionary scheme. The Council’s policy was to assess each application on a case-by-case basis. This is why the Council asked Mr Y for information more than once, and could not presume his circumstances. As the Council has followed its policy, there is not enough evidence of fault to justify investigation. We will not investigate.

Back to top

Final decision

13. We will not investigate Mr Y’s complaint because there is not enough evidence of fault to justify investigating.

Back to top

Investigator's decision on behalf of the Ombudsman