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London Borough of Harrow (21 018 784)

Category : Housing > Homelessness

Decision : Upheld

Decision date : 10 May 2022

The Ombudsman's final decision:

Summary: We will not investigate this complaint about Council delays in repairing Mrs X’s temporary accommodation. This is because the Council has accepted fault and paid Mrs X a financial remedy and there is nothing further we can achieve from an investigation.

The complaint

  1. Mrs X complains the Council failed to carry out repairs to her temporary accommodation. Mrs X says this has caused her distress and she has been concerned for her safety.

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The Ombudsman’s role and powers

  1. The Ombudsman investigates complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or may decide not to continue with an investigation if we decide we could not add to any previous investigation by the organisation. (Local Government Act 1974, section 24A(6))

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How I considered this complaint

  1. I considered information provided by the complainant and the Council.
  2. I considered the Ombudsman’s Assessment Code.

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My assessment

  1. The Council has accepted there were delays in responding to Mrs X’s concerns about issues in her temporary accommodation. The Council has offered to pay Mrs X £2250 to recognise the impact of the delays which she has accepted. There is nothing further we could achieve from investigating this complaint.

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Final decision

  1. We will not investigate Mrs X’s complaint because there is nothing further we could achieve from an investigation.

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Investigator's decision on behalf of the Ombudsman

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