London Borough of Ealing (25 011 539)
Category : Housing > Allocations
Decision : Closed after initial enquiries
Decision date : 29 Jan 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s provision of temporary accommodation which Mr X says was unsuitable. It was reasonable for him to challenge the suitability of the accommodation by asking the Council to carry out a review.
The complaint
- Mr X complained about the Council placing him in unsuitable temporary accommodation in 2024. He says the accommodation was difficult for him to access due to his disabilities. He says the Council’s assessment of his medical needs downplayed his requirements for suitable accessible accommodation.
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 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))
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X says he was placed in unsuitable temporary accommodation which made it difficult for him to access or leave the premises due to his disabilities. Applicants accepted under the homelessness legislation have a right of review of the suitability of accommodation provided under s.202 of the Housing Act 1996. Mr X could have asked for a review of the accommodation but instead he made a formal complaint to the Council and then complained to us.
- We made enquiries of the Council and it has confirmed that Mr X has since been moved to ground floor, wheelchair accessible accommodation. He has not contacted us about whether he considers this to be suitable but he retains the right to ask for a review of suitability and to appeal any decision which may not be favourable.
Final decision
- We will not investigate this complaint about the Council’s provision of temporary accommodation which Mr X says was unsuitable. It was reasonable for him to challenge the suitability of the accommodation by asking the Council to carry out a review.
Investigator's decision on behalf of the Ombudsman