Summary: We will not investigate this complaint about the Council’s consideration of Miss X’s housing application. There is not enough evidence of fault to justify investigating.

The complaint

1. Miss X complained the Council did not properly consider the evidence she provided to support her housing application. She said this has left her living in severely overcrowded accommodation which had impacted her mental health. She wanted the Council to reassess her housing application, include all members of her household and adjust her housing priority accordingly.

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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, or
• further investigation would not lead to a different outcome

(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 Miss X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X complained the Council did not properly consider evidence she provided to support her housing application.
6. In its complaint response, the Council told Miss X it had made enquiries when it received her housing application in August 2025. The Council removed one of Miss X’s children from her application because the child’s primary residence was at another property. The Council told Miss X she could bid on one-bedroom properties. The Council advised what additional information it needed to include Miss X’s other children on her housing application.
7. In December 2025, Miss X asked the Council to investigate her complaint further. The Council made more enquiries and were told by Children’s Services in January 2026 that Miss X’s child could live at the property. The Council updated her application and told Miss X she could bid on two-bedroom properties.
8. We will not investigate this part of the complaint because there is not enough evidence of fault to justify investigating. The Council removed Miss X’s son from her housing application after it received confirmation her son lived at a different address. The Council then made further enquiries and was advised Miss X’s son could live with Miss X. The Council then updated Miss X’s application to include her son.
9. In its complaint response, the Council apologised it had not informed Miss X directly of the decision to remove her child from the housing application. It said it had reminded staff of the processes to follow when updating applications.
10. We will not investigate this part of the complaint because further investigation would not lead to a different outcome. The Council apologised for not informing Miss X directly, and took steps to prevent the matter recurring.

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Final decision

11. We will not investigate Miss X’s complaint because there is not enough evidence of fault to justify investigating.

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Investigator's decision on behalf of the Ombudsman