Summary: We will not investigate this complaint about the Council’s alleged failure to bid on suitable properties for Miss X. This is because an investigation would be unlikely to result in a different outcome.

The complaint

1. Miss X complained the Council failed to inform her of a change in housing officer and bid on an unsuitable property, causing her to miss out on two properties she deemed more suitable.

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 or continue an investigation if we decide:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome.

(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 Miss X and the Council.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. Miss X has been on the Council’s housing register for several years and has been assessed as requiring a 4- or 3-bedroom ground floor property.
6. Miss X complained to the Council because she was unhappy with its management of her housing situation. She said the Council failed to inform her of a change in her allocated housing officer for several months and bid on a property that was not suitable for her.
7. The Council investigated and did not uphold her complaint. The Council explained that when Miss X became threatened with homelessness the Council bid on a property that met most of her needs to ensure she had somewhere to live. After Miss X refused the property, the Council confirmed it considered the refusal reasonable and this did not affect her priority status. The Council explained that the properties Miss X was unhappy about missing out on were not suitable for her as they were not ground level properties and would require adaptations to meet her needs. The Council offered Miss X £50 in recognition of the fact it did not communicate this to her at the time. Miss X brought her complaint to us as she remained unhappy with the Council’s actions.
8. The evidence seen so far indicates the Council has managed Miss X’s housing status as we would expect. The explanation gave Miss X regarding why it bid on the property she refused is reasonable. There is no evidence indicating the delay in informing Miss X of the change in housing officer has caused any injustice to her and where the Council identified fault it has offered a suitable financial award. Further investigation would therefore be unlikely to result in a different outcome.

Back to top

Final decision

9. We will not investigate Miss X’s complaint because an investigation would be unlikely to result in a different outcome.

Back to top

Investigator's decision on behalf of the Ombudsman