London Borough of Bromley (25 011 849)
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 the Council’s housing allocation because there is not enough evidence of fault.
The complaint
- Miss X complains the Council has not re-housed her family within a reasonable timeframe.
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 there is not enough evidence of fault to justify investigating. (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
- Miss X has been on the housing register since 2022 with a band one priority. She is living in a two-bedroom flat with her two children. Both her children are wheelchair users and need medical equipment that will not fit in the property.
- Miss X complains she is still waiting for a larger property.
- The Council explained there is a shortage of three-bedroom properties suitable for disabled people. The Council said it allocates any adapted property or potentially adaptable property to a disabled applicant whose needs best match the property.
- The shortage of social housing means even applicants with high priority might wait many years for an offer. While I understand Miss X’s frustration, based on the evidence I have seen the Council has acted in line with its allocations scheme. Therefore, there is not enough evidence of fault to justify an investigation by the Ombudsman.
Final decision
- We will not investigate Miss X’s complaint because there is not enough evidence of fault.
Investigator's decision on behalf of the Ombudsman