Broxbourne Borough Council (21 009 371)
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the condition of temporary accommodation. This is because we are satisfied with the actions the Council has taken and proposes to take.
The complaint
- Mr X complained that the temporary accommodation provided by the Council for his family was unclean and unfurnished. He said the Council also provided the wrong address and carried out an occupancy check without warning. He said the Council treated him without dignity and respect.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions a council has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- The Council sources temporary accommodation from a third party provider. When Mr X and his family moved into the property, they said it was unfurnished, the cooker hob was broken, and there was rubbish from the previous occupants in the property.
- The Council apologised to Mr X and arranged for furniture to be provided within two days of Mr X moving in. When Mr X raised the concern about the cooker, the Council arranged for a new one to be provided.
- Mr X and his family stayed in a hotel for two nights until the Council had provided furniture. The Council has agreed to pay Mr X £277 to reimburse him for the cost of two nights’ hotel accommodation for a family of five.
- The Council said to ensure this situation does not occur again, it has reviewed its third party provider procedures. The Council now requires the provider to complete a property checklist confirming they have inspected the property and it is ready for occupation with the provision of furniture.
Final decision
- We will not investigate Mr X’s complaint because we are satisfied with the actions the Council has taken and proposes to take.
Investigator's decision on behalf of the Ombudsman