Summary: The Ombudsman will not investigate this complaint about the complainant’s housing application. This is because it is unlikely an investigation would lead to a different outcome.

The complaint

1. The complainant, whom I refer to as Mrs X, complains about the way the Council handled her housing application. She wants to be able to apply for sheltered housing.

Back to top

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 must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if we believe it is unlikely further investigation will lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended)

Back to top

How I considered this complaint

3. I read the complaint and the Council’s responses. I found out that Mrs X is registered for sheltered housing. I considered comments Mrs X made in reply to a draft of this decision.

Back to top

What I found

What happened

4. Mrs X complained that she could not bid for a new home. The Council re-explored her circumstances and decided she was entitled to three points, and could bid, because she was sharing accommodation with other people. However, it also told her she may have a greater chance of being housed if she applied for sheltered housing.
5. Mrs X applied for sheltered housing in March. There were some delays in processing the application but Mrs X is now registered for sheltered housing and the application has been backdated to April. Mrs X made her first bid for sheltered accommodation in October. She says it was stressful not knowing what was happening with the application and having to wait so long to start bidding.

Assessment

6. I will not start an investigation because it is unlikely an investigation would lead to a different outcome. Mrs X is registered for sheltered housing and her application has been backdated. I appreciate the delays and lack of information were frustrating and difficult but it is unlikely an investigation would result in a different outcome.

Back to top

Final decision

7. I will not start an investigation because it is unlikely an investigation would lead to a different outcome.

Back to top

Investigator's decision on behalf of the Ombudsman