Summary: We will not investigate Mr X’s complaint about unsuitable temporary accommodation. The Council has already accepted fault and agreed to remedy the injustice by making a payment to Mr X in line with our guidance on remedies. Further investigation by us would not be proportionate as it is unlikely we could achieve anything further.

The complaint

1. Ms X complained that the Council provided unsuitable temporary accommodation in 2022 and did not move him to suitable accommodation until 2025. He says the property did not meet his medical needs, as a result of which he experienced harm to his health and significant distress.

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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 or continue an investigation if we decide:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome.

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

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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. Temporary accommodation provided to homeless applicants must be suitable. In its response to Mr X’s complaint, the Council accepted that the temporary accommodation it provided in 2022 was unsuitable for Mr X’s medical needs and that this was fault. It provided alternative accommodation in early 2025.
6. The Council acknowledged the injustice to Mr X from living in unsuitable accommodation. The Council apologised and offered a remedy payment of £6,400. This is in line with our Guidance on Remedies.
7. We will not investigate this complaint. The Council has already accepted fault and offered a suitable remedy. It is unlikely an investigation by us could achieve anything further.

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Final decision

8. We will not investigate Mr X’s complaint because the Council has already accepted fault and offered a suitable remedy. Further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman