Summary: We will not investigate Miss X’s complaint the Council refused to meet with her to discuss her housing application. There is not sufficient evidence of fault to warrant an investigation.

The complaint

1. Miss X complains the Council would not meet with her to discuss her housing application. She wanted to submit medical evidence.

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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, l. (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 applied for social housing with the Council but was not accepted on to its housing register as she had not been living in the area for five years. Miss X has brought a separate complaint about the Council’s decision not to accept her onto its housing register, and we will not consider these matters again.
6. Miss X asked for a face-to-face meeting to discuss her housing application. The Council said it does not offer face-to-face meetings to discuss housing applications. The Council told Miss X she could email relevant information to the housing department.
7. The Council is not obliged to offer face-to-face meetings to discuss housing applications. The Council explained to Miss X how she could submit her medical information for consideration. There is no evidence Miss X informed the Council she had a disability and requested a reasonable adjustment. There is not sufficient evidence of fault by the Council to warrant an investigation.

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Final decision

8. We will not investigate Miss X’s complaint the Council refused to meet her to discuss her housing application. There is not sufficient evidence of fault to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman