Summary: We will not investigate Ms X’s complaint about the Council’s handling of her housing register application because there is insufficient evidence of fault to justify our involvement.

The complaint

1. Ms X complained she is living in overcrowded housing and expecting another child, but the Council has not supported her to move to a larger home. She said her current housing is having a significant impact on her mental health.

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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 Ms X.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms X has been on the Council’s housing register since 2016.
6. The law says councils must allocate housing in line with their published allocations scheme. The Council awarded Band 2A, which appropriately reflects she is currently living in overcrowded housing. There is, therefore, insufficient evidence of fault in the way the Council has handled Ms X’s housing application to justify further investigation.
7. The information Ms X provided indicates she is bidding regularly but there are not many suitable properties becoming available to bid on.
8. We are aware that there is a significant shortage of social housing, which is particularly acute in London. Ms X’s social landlord told her applicants in band 2 are currently waiting 11 years for rehousing in a three-bedroom property. Her landlord has given appropriate advice about action she could take to improve her chances of being rehoused.

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Final decision

9. We will not investigate Ms X’s complaint because there is insufficient evidence of fault to justify our involvement.

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Investigator's decision on behalf of the Ombudsman