Summary: The Ombudsman exercised discretion to discontinue the investigation of Ms B’s complaint about how the Council left her in unsuitable temporary accommodation with little support, failed to make adaptations to it, removed her from its housing register, and failed to act on reports of vermin. This is because she has withdrawn the complaint.

The complaint

1. Ms B complains the Council:
1. Left her and her children in unsuitable temporary accommodation with little support;
2. Left her in the accommodation with the uncertainty of not knowing when it will evict her from it;
3. Removed her from its housing register;
4. Failed to act on reports of vermin in the property and disrepair;
5. Has not credited her housing benefit account with £3,500; and
6. Failed to make adaptations to the accommodation to take account of her disabilities.
2. As a result, she fell several times in her home, had the uncertainty of not knowing whether she could bid for properties, and lived in unsuitable conditions.

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What I have investigated

3. The paragraph at the end of this decision explained the complaints I would not investigate.

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The Ombudsman’s role and powers

4. 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)

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How I considered this complaint

5. I considered all the information Ms B sent, as well as the notes I made of our telephone conversation.

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What I found

6. Ms B is unhappy with the way the Council responded to her reports about a property she lived in between 2014 and June 2021. She had been homeless when the Council placed there.
7. The problems she reported while there included:

• No banister on the stairs. Due to health problems, she struggled to get up and down stairs anyway. She fell while using them.
• The property was not suitable for her needs and claims the Council ignored evidence she sent in support of her request to have its suitability reviewed.
• The Council failing to offer and provide support to her while she lived there.
• It failed to act on reports about vermin.
• Eviction proceedings were based on rent arrears she did not owe.
• It would not allow her on to its housing register.

8. Ms B emailed me to say she did not wish to pursue her complaint against the Council. Having taken account of her wish to withdraw the complaint, I have exercised discretion to discontinue my investigation of it.

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Final decision

9. I exercised discretion to discontinue my investigation of Ms B’s complaint against the Council.

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Parts of the complaint that I did not investigate

10. I would not investigate any of the following complaints Ms B had:

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Investigator's decision on behalf of the Ombudsman