Summary: We will not investigate this complaint about the way the Council handled Miss X’s homelessness application. This is because the Council has offered a remedy which seems proportionate so we could not add to its investigation or achieve a different result.

The complaint

1. Miss X says the Council poorly managed her homelessness application and showed a lack of empathy and consideration of her needs. Miss X says the Council did not consider adaptions to help her complete the housing process in particular regarding communication. She would like the Council to provide compensation of £10,000.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We provide a free service, but must use public money carefully. We do not start an investigation if, for example, we are satisfied with the actions a council has taken or proposes to take and further investigation would not lead to a different outcome. (Local Government Act 1974, sections 24A(6) & 24A(7))

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How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X complained to the Council about how it dealt with her homelessness application. The Council investigated and upheld the complaint and has also completed a review of Miss X’s housing suitability which found in her favour.
6. In recognition of fault the Council found when investigating Miss X’s complaint, it offered her £1,300 as a financial remedy for distress, harm and time and trouble and also took internal action such as issuing reminders and guidance to staff. In addition, the Council advised it would take a service wide consideration of how it could adapt the style of language it used.
7. This seems proportionate to the faults and injustice it accepted and is in line with our guidance on remedies. Miss X’s request for £10,000 amounts to compensation for injury or harm, which is not something we would consider and is better suited to a claim in court.

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Final decision

8. We will not investigate Miss X’s complaint because we are satisfied with the action the Council proposed to take and further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman