Summary: We will not investigate Ms X’s complaint about the Council’s handling of her daughter’s homeless case. This is because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.

The complaint

1. Ms X complains about the Council’s handling of her daughter’s homelessness case.

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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. Ms X’s daughter, Miss Z, first approached the Council as homeless in November 2023. The Council assigned her case to a homeless prevention officer.
6. In January 2024, the Council completed an assessment of Miss Z’s circumstances and needs. A further assessment was completed in March 2024, following which the Council accepted the prevention duty.
7. In April 2024, Miss Z asked the Council for interim accommodation. Miss Z had pets and the Council explained that interim accommodation providers don’t allow pets. The Council confirmed it explored the options of dog shelters and looked for pet friendly accommodation providers. However, this was unsuccessful.
8. While the Council did offer Miss Z interim accommodation, Miss Z declined all accommodation which did not allow her to bring her pets. The Council explained this significantly limited the options available.
9. In June 2024, the Council accepted the relief duty. In August 2024, the Council accepted the main housing duty.
10. Miss Z told the Council she had secured private accommodation in another council’s area and asked the Council for financial assistance to move. The Council provided this. At the end of August 2024, the Council ended its main housing duty as Miss Z had moved into her new private rental property.
11. During its complaint investigation, the Council accepted there had been delay with progressing Miss Z’s homeless application between November 2023 and March 2024. The Council accepted there was no evidence the assigned officer had completed any substantive investigation work during this period. The Council also accepted there has been a delay in it accepting the prevention and relief duties. I am satisfied that this delay would have in turn delayed the Council’s acceptance of the main housing duty.
12. When considering remedies, we consider what position the complainant would have been in if the fault had not occurred. In this case, I am satisfied that even if the delays in progressing Miss Z’s homeless application had not occurred, it is likely Miss Z would have still ended up in the same position.
13. This is because if the Council had accepted its prevention, relief, and main housing duty earlier, it is likely the Council would have offered Miss Z interim accommodation earlier. However, given Miss Z’s reasons for declining to accept the interim accommodation offered, I am satisfied it likely on balance that even if interim accommodation was offered earlier, Miss Z would likely still have declined the offers due to the properties not allowing pets.
14. However, I am satisfied the accepted fault will have caused Miss Z distress and frustration. The Council has already apologised for this, but I consider a symbolic financial remedy is also appropriate in the circumstances to recognise the injustice caused. I therefore asked the Council to consider remedying the injustice caused by the delays by making a financial payment of £200.
15. I acknowledge Ms X’s view that the faults in the Council’s handling of Miss Z’s application caused Miss Z to suffer a mental and physical breakdown. However, I don’t consider it is possible for us to reach this view based on the evidence available.

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Agreed action

16. The Council agreed to resolve the complaint and will complete the above within four weeks of the final decision.

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Final decision

17. 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