Summary: Miss X complains about the Council’s handling of its suitability review for her accommodation. We have discontinued our investigation.

The complaint

1. Miss X complains about the Council’s handling of its suitability review for her accommodation. She says the Council provided her with unsuitable accommodation as it is not safe for her and her children.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe it is unlikely we would find fault. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I spoke with Miss X and considered the information she provided.
4. I considered the information provided by the Council.
5. I sent a draft decision to Miss X and the Council and considered their comments.

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What I found

What happened

6. In October 2020, the Council placed Miss X in accommodation as it owed her the full housing duty.
7. In November 2020, Miss X requested a suitability review of the accommodation. In her request, Miss X listed several reasons for why she felt the accommodation was unsuitable for her and her household’s needs.
8. The Council completed its suitability review in January 2021. It decided it was satisfied the accommodation was suitable for Miss X. The evidence shows the Council considered and responded to all of Miss X’s points, apart from one.
9. In March 2021, the Council completed another suitability review as Miss X’s circumstances had changed and she had new information. The Council decided Miss X’s accommodation was not suitable and moved her to new accommodation.
10. Miss X said she was happy with the new accommodation.

Analysis

11. The available evidence shows the Council appropriately responded to Miss X’s suitability review request in November 2020. It properly considered most of the information and evidence provided by Miss X.
12. There is no evidence the Council responded to one point put forward by Miss X. However, I do not consider it proportionate to investigate further as it is unlikely, on balance, I would find fault with the Council.
13. Further, even if I were to find fault, there is no worthwhile outcome to be achieved. This is because Miss X wanted to be moved to another accommodation and the Council has now done this.
14. Finally, as Miss X is now in accommodation, she is happy with, there is no ongoing injustice to Miss X.
15. Therefore, I do not consider it a proportionate use of the Ombudsman’s resources to continue this investigation.

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Final decision

16. I have discontinued my investigation.

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Investigator's decision on behalf of the Ombudsman