Summary: Ms X complains on behalf of Ms B that the Council failed to provide Ms B with interim accommodation. She also complains that the Council failed to deal with Ms B’s complaint properly. The Council has offered Ms B a payment to recognise its failings, which Ms B has accepted. For this reason, the Ombudsman has discontinued the investigation.

The complaint

1. Ms X complains on behalf of Ms B. Ms X complains that the Council failed to provide Ms B with interim accommodation, as it should have. She also complains that the Council did not deal with the complaint in line with its procedures.
2. Ms X says this caused Ms B avoidable distress, frustration, and inconvenience which is compounded by the fact that Ms B is terminally ill. She also says it cost Ms B time and trouble.

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The Ombudsman’s role and powers

3. We can decide whether to start or discontinue an investigation into a complaint within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
4. We may investigate complaints made on behalf of someone else if they have given their consent. (Local Government Act 1974, section 26A(1), as amended)

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How I considered this complaint

5. Ms B has given written consent for Ms X to represent this complaint on her behalf.
6. I spoke to Ms X about Ms B’s complaint and the Council’s offer.
7. Ms X and the Council had an opportunity to comment on an earlier draft of this statement. I considered all comments.

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What I found

8. Ms B lived in rented accommodation. Her landlord wanted to evict her, so Ms B went to the Council and said she was going to become homeless.
9. In September 2018, Ms B got a notice of eviction. This said she had to leave the property by 20 September. She sent the notice to the Council.
10. The Council said it would offer Ms B interim accommodation after she was evicted.
11. The Council offered Ms B accommodation on 18 September. Ms X told the Council this was not suitable for Ms B because it was dirty and unhygienic. She said Ms B could not live there because of her illness which meant she needed to live somewhere clean.
12. Ms B was evicted on 20 September.
13. In December, the Council placed Ms B in permanent, suitable accommodation.
14. In March 2019, Ms X complained to the Council on Ms B’s behalf.
15. In June, Ms X complained to the Ombudsman.
16. In September, the Council accepted that “the handling of the case was not to the high standard that we expect”. It offered Ms B £2000. Ms B accepted this offer.

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Final decision

17. I have discontinued my investigation. This is because Ms B has accepted the Council’s offer of a payment to remedy its failings.

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Investigator's decision on behalf of the Ombudsman