Summary: We will not investigate Mr X’s complaint about the Council’s decision that he is not eligible to join the housing register. It is reasonable for Mr X to request a review.

The complaint

1. Mr X complains the Council failed to take account of his medical evidence before deciding he was not eligible to join the housing register. He says this has affected his mental health. He wants the Council to review the evidence and accept his housing register application.

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

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My assessment

5. Mr X applied to join the Council’s housing register in 2024. His application was initially refused, but the decision was overturned in March 2025 on the grounds that more information was needed.
6. The Council reassessed his application including seeking advice from its medical advisor. It maintained its decision that he was not eligible to join the housing register. It advised him he could request a review of this decision, or if dissatisfied with the service provided, make a complaint through the Council’s complaints procedure.
7. It is response to my enquiries, the Council has said it had not received a review request from Mr X. It said it would be happy to consider a complaint and review the decision if appropriate under its procedures.
8. We will not investigate this complaint. Where there is a formal right of review, we usually expect a person to use this right before we will consider a complaint. The Council has agreed to consider a complaint and review the decision if appropriate. It is reasonable for Mr X to request this and to allow the Council to complete this process.

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Final decision

9. We will not investigate Mr X’s complaint about a Council decision that he is not eligible to join the housing register. It is reasonable for him to request a review of this decision.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman