Summary: We will not investigate this complaint about the Council’s decision to amend its original decision on Mr X’s relative’s application to join the Housing Register. This is because there is no evidence of a significant injustice.

The complaint

1. Mr X complains, on behalf of his relative Mrs Y, about the Council’s decision to amend its original decision. This has left Mrs Y no longer eligible to bid for properties.
2. Mr X says this created a false expectation and has adversely affected Mrs Y’s mental and physical health. Mr X wants the Council to reinstate its original decision so that Mrs Y qualifies to join the Housing Register.

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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:

• any injustice is not significant enough to justify our involvement.

(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.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. The Council initially approved the application in August 2025, allowing them to bid for properties. The decision was later reversed in October 2025, which they were told resulted from an error by an undergraduate placement
7. The Council accepts there was an error in earlier communication but following review, it upheld that the application is not eligible under its allocations scheme.
8. We will not investigate. Although the Council’s error caused distress and raised expectations, there is no evidence the complainant lost a realistic opportunity to secure housing, as the application would not have qualified in any event. The injustice is therefore not significant.
9. I note the Council has advised Mrs Y she can submit a new application if her circumstances change or apply to another authority where eligibility criteria may be met.

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Final decision

10. We will not investigate Mr X’s complaint as there is no evidence of a significant injustice.

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Investigator's decision on behalf of the Ombudsman