Summary: We will not investigate this complaint about the time it is taking for the Council to provide the complainant with permanent accommodation. This is because there is insufficient evidence of fault by the Council and we cannot provide outcome the complainant would like.

The complaint

1. The complainant, whom I refer to as Mr X, complains he has been living in temporary accommodation since 2017 and, despite frequent bidding, has not been offered a permanent home. Mr X wants the Council to give him permanent accommodation as soon as possible.

Back to top

The Ombudsman’s role and powers

2. We investigate 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 an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• we cannot achieve the outcome someone wants.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

3. I considered information provided by Mr X and the Council. This includes the complaint correspondence. I also considered our Assessment Code.

Back to top

My assessment

4. The Council placed Mr X in temporary accommodation in 2018. Mr X lives with his family and needs an extra bedroom. He is bidding for three bedroom homes. Mr X says it is wrong that he should be living in temporary accommodation for so long and it is causing stress to his family.
5. The Council explained the average waiting time for a three bedroom property is nine years. It said Mr X mainly bids for houses and it encouraged him to be bid as widely as possible on a range of property types. The Council offered to help Mr X explore other housing options.
6. I will not start an investigation because there is insufficient evidence of fault by the Council. I appreciate Mr X has been living in temporary accommodation for a long time and he finds this stressful. But, this is due to the shortage of social housing rather than fault by the Council. The Council responded appropriately by encouraging Mr X to bid as much as possible and to consider other housing options. It also explained the average waiting times.
7. I also will not investigate this complaint because we cannot achieve the outcome Mr X would like. We cannot provide Mr X with a permanent home and cannot ask the Council to give Mr X accommodation outside of the usual bidding process.

Back to top

Final decision

8. We will not investigate Mr X’s complaint because there is insufficient evidence of fault by the Council and because we cannot achieve the outcome Mr X would like.

Back to top

Investigator's decision on behalf of the Ombudsman