Summary: We will not investigate this complaint about the Council’s assessment of a housing application. It is reasonable for Miss X to ask the Council for a review of her housing application banding once her medical information has been considered.

The complaint

1. Miss X complained about the Council’s failure to increase her housing banding priority following her submission of new medical information. She says she needs to be in the highest priority category to move nearer her family support network.

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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 it would be reasonable for the person to ask for a council review or appeal.

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

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How I considered this complaint

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

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My assessment

5. Miss X says she submitted a doctor’s letter to the Council in April 2024. She says it was initially dismissed but the Council then requested a medical assessment of her housing priority. She then made a complaint to the Council through its formal complaints procedure.
6. The Council told her at both stages of the complaints procedure that it could not re-assess her housing priority as this was not within its remit and it advised her to seek a review under the statutory review process. Miss X then complained to us.
7. Miss X has not confirmed if her medical assessment has bene completed and this could affect her priority but she would need to ask for a review under s.166A of the housing Act 1996 if she wants her overall application banding to be reconsidered. The Council provided this information at an early stage and it is reasonable for her to follow the review procedure.

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Final decision

8. We will not investigate this complaint about the Council’s assessment of a housing application. It is reasonable for Miss X to ask the Council for a review of her housing application banding once her medical information has been considered.

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Investigator's decision on behalf of the Ombudsman