Summary: We will not investigate this complaint about delay in the sale of a Council property under the Right to Buy scheme. This is because the Council is to consider the complaint further.

The complaint

1. Mrs X complains her Right to Buy (RTB) application has been delayed due to delay in the Council registering the property with the Land Registry. Mrs X considers this to be unfair and unjustified and wants to be able to proceed with the purchase.

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The Ombudsman’s role and powers

2. It is our decision whether to start, and when to end an investigation into something the law allows us to investigate. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)

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How I considered this complaint

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

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My assessment

5. The Council has told me that it failed to log Mrs X’s complaint at Stage Two of its complaint process. The Council has indicated it would like to consider the complaint further and provide a Stage Two response.
6. While I recognise Mrs X is already frustrated by delay, I consider it is appropriate at this stage to allow the Council to give further consideration to the complaint. This is because it is best placed to determine if anything has gone wrong and to put in place measures to remedy any fault in its actions.
7. For this reason, we will not investigate though Mrs X can complain to us again if the Stage Two response does not alleviate her concerns.

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Final decision

8. We will not investigate Mrs X’s complaint because I consider it is appropriate to allow the Council to provide a Stage Two response.

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Investigator's decision on behalf of the Ombudsman