Summary: We will not investigate Mrs X’s complaint about delay in the Council providing her with a direct offer of a property despite agreeing to do this following a Housing Ombudsman’s decision. She also complains the offers made were unsuitable and the compensation awarded was inadequate. This is because there is another body better placed to consider the complaint.

The complaint

1. Mrs X complains the Council delayed in providing her with a direct offer of a property despite agreeing to do this following a Housing Ombudsman’s decision. She also complains the direct offers made to her were unsuitable and the compensation awarded to her inadequate.

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 an investigation if we decide there is another body better placed to consider this complaint. (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 the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. In May 2023, the Housing Ombudsman issued its findings on Mrs X’s complaints about disrepair in her property. The decision was in Mrs X’s favour. The Housing Ombudsman recommended:
• The landlord to let Mrs X know what they will put in place to ensure she as decanted temporarily while the repair works were completed.
• £2000 financial payment to recognise the distress and inconvenience caused by the faults identified.
6. It appears the Council agreed to make Mrs X a direct offer for a two-bedroom property, rather than just to move her out temporarily while the repair works were completed. The Council confirmed that since July 2023, it had made five direct offers to Mrs X. Mrs X declined all offers as she considered the properties to be unsuitable.
7. It is not clear whether the repair works have been able to take place or whether Mrs X was moved out of her property temporarily. In any case, all of Mrs X’s complaints directly flow from the recommendations made by the Housing Ombudsman. Therefore, I am satisfied as these are essentially complaints about the Council’s compliance with the Housing Ombudsman’s recommendations, it is more appropriate for the Housing Ombudsman to consider the issues.

Back to top

Final decision

8. We will not investigate Mrs X’s complaint because there is another body better placed to consider the complaint.

Back to top

Investigator's decision on behalf of the Ombudsman