London Borough of Sutton (25 008 669)
Category : Housing > Allocations
Decision : Closed after initial enquiries
Decision date : 05 Feb 2026
The Ombudsman's final decision:
Summary: We will not investigate Miss X’s complaint about housing allocation. This is because Miss X has accepted a home offered by the Council and an investigation by the Ombudsman would not lead to a different outcome.
The complaint
- Miss X complains about how the Council considered her family’s medical needs on the housing register.
The Ombudsman’s role and powers
- 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 further investigation would not lead to a different outcome (Local Government Act 1974, section 24A(6), as amended, section
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Miss X complains the Council did not consider her medical requirements for a bath, private garden and a house rather than a flat. She says she supplied medical information to support her needs.
- The Council considered her medical evidence and said Miss X had medical priority for a home no higher than first floor with a bath. It said it did not consider a private garden medically essential.
- In July, an Occupational Therapist assessed Miss X’s home and recommended a property without internal stairs and with a bath. Independent medical advice confirmed a house with stairs would not be suitable.
- In October, the Council offered Miss X a permanent home with two bedrooms in line with the medical recommendations. Miss X accepted the offer. I will not investigate this complaint as it is unlikely that an investigation by the Ombudsman would lead to a different outcome.
Final decision
- We will not investigate Miss X’s complaint because an investigation by the Ombudsman would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman