Summary: We have upheld Miss X’s complaint about the Council’s delay in completing a review of the suitability of her accommodation and in responding to her complaint. The Council has remedied the injustice to Miss X during its complaints process.

The complaint

1. Miss X complains about the Council’s delay in responding to her request to consider the suitability of her accommodation. She also complains about delay in responding to her complaint.

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
3. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and s34H(1), as amended)

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How I considered this complaint

4. I considered information provided by the complainant and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Miss X complained about delay in responding to her request to review the suitability of her accommodation and delay in responding to her complaint.
7. The Council agreed that it had delayed responding to her request by eight months. It also said it had not clearly explained to Miss X’s that her accommodation was not temporary but supported accommodation. This meant it had treated her request as a homelessness application rather than a suitability review.
8. I will not investigate this complaint. The Council has taken suitable steps to remedy the injustice. It has taken steps to improve its service by committing to a training plan for new housing officers.
9. The Council has now made its decision about Miss X’s homelessness application, and it has told her about her right to a review.
10. The Council has offered Miss X £250 in recognition of the delay, and it has apologised. It has offered to assist with the first month’s rent and deposit if she decides to look for private accommodation.

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Final decision

11. We will not investigate Miss X’s complaint because the Council remedied the injustice to Miss X during its complaints process.

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Investigator's decision on behalf of the Ombudsman