Summary: We will not investigate this complaint about an unsuccessful housing application. This is because there is insufficient evidence of fault by the Council.

The complaint

1. The complainant, Mrs X, complains the Council rejected her housing application and will not accept she cannot provide some of the evidence.

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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 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))

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How I considered this complaint

3. I considered information provided by Mrs X and the Council. This includes Mrs X’s housing application, the evidence she submitted, and the Council’s decision. I also considered our Assessment Code.

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My assessment

4. Mrs X applied to join the housing register. The application form lists the supporting evidence each applicant must supply. This includes proof of income and bank statements for the three months preceding the application. The form also says applicants must send a utility or council tax bill. Mrs X says she told the Council she cannot provide a bill because she lives with family and does not have household bills in her name. Mrs X says she was told her application was correct.
5. The Council rejected the application in January. It asked her to send a utility bill and explained the financial evidence she needs to supply. The Council says Mrs X has not provided the missing information.
6. I will not start an investigation because there is insufficient evidence of fault by the Council. I have considered the evidence Mrs X submitted and the Council is correct to say she did not provide all the financial information. For example, the bank statements show money coming into the account, but Mrs X has not provided evidence of the source of her income. The Council could have been more flexible regarding proof of address, and accepted Mrs X could not provide a utility bill, but this has not affected the outcome because Mrs X has not provided the financial information. Mrs X could submit the missing evidence and make a new application.

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Final decision

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

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Investigator's decision on behalf of the Ombudsman