Summary: We will not investigate Miss X’s complaint about how the Council handled her application to join its housing register. There is not enough evidence of fault by the Council to warrant investigation.

The complaint

1. Ms X complained she could not complete the Council’s online housing register application form. She said this was preventing her from joining the Council’s housing register which caused her stress.

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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 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 the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X complained to the Council about its housing register application form. She said she could not complete the form because she did not have the information it asked her for.
6. The Council responded and explained to Miss X that she was not completing the form correctly. It told her how to complete the form.
7. The Council explained to Miss X once she completes the form, she will be given a decision about whether she qualifies to join its housing register. It told her if she is unhappy with the decision, she will have a right to request a review of that decision.
8. We will not investigate Miss X’s complaint because there is not enough evidence of fault by the Council. It told her why she was unable to complete the application form and has told her how she can do this. It is now open to Miss X to complete the application form and receive a decision about whether she qualifies to join the Council’s housing register.

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Final decision

9. We will not investigate Miss X’s complaint because there is not enough evidence of fault by the Council to warrant investigation.

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Investigator's decision on behalf of the Ombudsman