Summary: We will not investigate this complaint about the way the Council has prioritised Ms X’s family for allocation of a property. This is because there is not enough evidence of fault to warrant an investigation.

The complaint

1. Ms X complains the Council has not taken her family’s housing situation seriously enough despite her evidence. She says she has been bidding for a property for two years without success.
2. Ms X is seeking higher priority on the Council’s allocations banding system.

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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, 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

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

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My assessment

6. Ms X contacted the Council to say her family needed to move from their property as it does not meet their needs. In late 2024 the Council assessed the application and placed Ms X’s family in Band B under its allocations policy.
7. Ms X used her right to seek a review of the Council’s banding decision. The review resulted in the Council increasing her priority need to Band A.
8. Ms X complains she has been bidding for properties under this banding for two years without success. She says the banding does not adequately reflect her family’s need and is seeking increased priority.
9. The Council has an allocation policy which is detailed online under its Lettings Policy.
10. The Council has made a decision it is entitled to make under its policy and has given Ms X the option to request a review, which she has.
11. It is not for this office to make a decision about whether Ms X has been given the correct priority as long as we do not see any fault in the Council’s decision making.
12. Unfortunately, even when applicants are given the highest priority, they may wait for many years before they secure a suitable property because there are so many people waiting to move. This in itself is not an indication the Council is at fault.

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Final decision

13. We will not investigate Ms X’s complaint because there is not enough evidence of fault to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman