Summary: We will not investigate Mr X’s complaint about the Council moving him into unsuitable temporary accommodation because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.

The complaint

1. Mr X complains the Council moved him into unsuitable temporary accommodation.

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The Ombudsman’s role and powers

2. 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 an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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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. During its complaint investigation, the Council acknowledged Mr X had asked the Council to complete a suitability review of his accommodation. The Council said this was not acknowledged and completed. The Council said the housing review team had agreed to complete a suitability review in January 2025.
6. It was reasonable for the Council to have completed the suitability review within four to six weeks, so by February 2025. However, to date, the suitability review has not yet been completed. This is a delay of around three months. Therefore, if we were to investigate, it is likely we would find fault.
7. I am satisfied the delay will have caused Mr X uncertainty, frustration, and time and trouble. We therefore asked the Council to consider remedying this by completing the following within four weeks of the final decision:
• Apologise to Mr X for the delay in completing its review of the suitability of his temporary accommodation.
• Make a symbolic payment of £200 to recognise the uncertainty, frustration, and time and trouble caused.
8. We also asked the Council to complete the following within six weeks of the final decision:
• Complete the suitability review.

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Agreed

9. The Council agreed to resolve the complaint and will complete the above within the agreed timescales.

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Final decision

10. We have upheld this complaint because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.

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Investigator's decision on behalf of the Ombudsman