Summary: We will not investigate this complaint about the Council rehousing Miss X out of area. This is because the Council has agreed to an appropriate remedy for the injustice caused.

The complaint

1. Miss X complains the Council offered her a property out of area which she says is not suitable.

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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 may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

3. I considered information provided by Miss X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Council accepted the S193 Housing Duty for Miss X in November 2023.
6. In June 2025 the Council offered Miss X social housing she had bid on which ended its homelessness duty to her.
7. Miss X made a complaint about the property as it was 2 hours away from her support network, health services and daughter’s school. She said her partner had bid on the property not her.
8. The Council said it had followed it policies, procedures and legal duties so this was not going to go through its complaint procedure.
9. The Council had informed Miss X of her review right but she made a complaint which was basically a suitability review request.
10. The Council accept the substance of Miss X’s correspondence should have been flagged as a review request, and has agreed to carry out a suitability review within 8 weeks of this decision.
11. The Council also agreed to apologise to Miss X and share learning from this complaint with the relevant service areas.
12. The Council have agreed a suitable remedy and is taking steps to address the issues complained of. We will not therefore investigate.

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Final decision

13. We will not investigate Miss X’s complaint because we have agreed a suitable remedy with the Council for the identified injustice.

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Investigator's decision on behalf of the Ombudsman