Summary: We will not investigate this complaint about the Council’s handling of Miss X’s housing review. This is because there is not enough evidence of fault, in how the Council made its decision, to justify an investigation.

The complaint

1. Miss X complained the Council did not properly consider her medical and welfare needs, which lead to her banding being incorrectly assessed. Miss X said this caused her undue distress and negatively impacted her health and wellbeing.

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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. In October 2024, Miss X submitted a medical change of circumstances with a view to increase her housing allocations band. In May 2025, it was determined that she was not entitled to medical priority. The Council apologised for the delay in assessing her claim and paid Miss X £245 as financial redress.
6. In June 2025, Miss X appealed the decision and submitted further medical evidence. In November 2025, the review was completed, and the Council reassessed Miss X as eligible for medical priority thus her banding increased to Band 2.
7. In this case, I have seen no evidence of fault in how the Council considered Miss X circumstances. Regarding her medical priority, It completed another assessment and, in light of new evidence, changed its decision leading to Miss X being awarded higher priority banding.
8. Whilst there were delays in length of time it took for reviews to be completed, the Council acknowledged and apologised for this. I am satisfied this is an appropriate response here.

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Final decision

9. We will not investigate Miss X’s complaint because there is not enough evidence of fault in how the Council made its decision to justify an investigation.

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Investigator's decision on behalf of the Ombudsman