Summary: We will not investigate Miss X’s complaint about the length of time she has been waiting on the housing register. This is because there is not enough evidence of fault to warrant our involvement.

The complaint

1. Miss X complains that she has been waiting for a larger property for three years for herself and her two children. She lives in a two-bedroom property which does not meet the needs of her family.
2. Miss X is said she is unable to bid on properties in other areas due to Council policy and feels the bidding system is unfair. Miss X wants to be able to bid on properties in a different area.

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The Ombudsman’s role and powers

3. 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))

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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 the length of time she has been on the housing register. In its response the Council said the demand for three-bedroomed properties which Miss X is currently trying to secure, far outweighs supply and it provided expected wait times.
7. Miss X complained one of her children shares a room with her. She said both her children have medical conditions, and she can provide evidence of this. In its response the Council confirmed her priority banding was Band B on welfare grounds.
8. During the complaint process with the Council, Miss X sent further medical evidence and her priority banding updated to Band A on medical grounds following a review.
9. Miss X complained she cannot move to another area due to council policy on local connection, and the limited availability of new build properties she does not get a chance to bid on. In its response the Council explained its policy on local connection which prevents Miss X bidding on properties where she does not meet the criteria.
10. We will not investigate this complaint. The fact that Miss X has been waiting a long time, does not on its own indicate fault by the Council. We are aware of a significant shortage of social housing, with certain property sizes being in high demand. The Council must offer housing in line with its policy and reassessed Miss X’s priority banding when she submitted further evidence. There is not enough evidence of fault to warrant our involvement.

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Final decision

11. We will not investigate Miss X’s complaint. This is because there is not enough evidence of fault to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman