Summary: We will not investigate this complaint about the time taken for the Council to re-house the complainant. This is because there is insufficient evidence of fault by the Council.

The complaint

1. The complainant, Ms X, complains the Council has not re-housed in seven years. She wants a new home and compensation.

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 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

3. I considered information provided by Ms X and the Council. This includes the complaint correspondence and an update from the Council. I also considered our Assessment Code.

Back to top

My assessment

4. The Council provided Ms X, and her young child, with Temporary Accommodation in 2019. It was a one bedroom property and was found to be suitable.
5. Since then, Ms X has been on the housing register in band B. She says the property became increasingly overcrowded as her child got older.
6. Ms X complained to the Council because she had not been offered an alternative home. The Council explained how the bidding system works and the lack of housing. It said some Housing Associations will not rent to her because she has a dog. It also said there are fewer properties available to bid on because she cannot live in parts of the borough. The Council said it would have offered a property to Ms X in 2024 if she had applied for it.
7. The Council told me Ms X moved to a different home in March 2025.
8. I will not start an investigation because there is insufficient evidence of fault by the Council. I appreciate the property became overcrowded as Ms X’s child grew up but there are many families who lack a bedroom and the waiting time reflects the lack of housing rather than fault by the Council. In addition, the Council can only allocate homes in accordance with the allocations policy which means it could not offer a home until Ms X placed a successful bid.
9. I appreciate Ms X has had a difficult few years but there is nothing to suggest fault by the Council and no reason to start an investigation.

Back to top

Final decision

10. We will not investigate this complaint because there is insufficient evidence of fault by the Council.

Back to top

Investigator's decision on behalf of the Ombudsman