Summary: We will not investigate Ms X’s complaint about the Council’s delay in securing suitable accommodation, and matters related to its handling of her homelessness application. This is because any injustice is not significant enough.

The complaint

1. Ms X complains the Council delayed offering suitable accommodation after her landlord served a section 21 eviction notice. She says this caused uncertainty and distress.
2. Ms X says the Council ignored the needs of her family including mental and physical health challenges and challenges surrounding her child’s educational needs.

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The Ombudsman’s role and powers

3. 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 any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

4. I considered information provided by Ms X.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Ms X’s landlord served her with an eviction notice in January 2024. She remained in the property while they followed the eviction process.
7. In its complaint response, the Council said it considered it better for Ms X and her family to remain in their accommodation while it looked for a suitable alternative. It offered accommodation in December which Ms X accepted. This was prior to Ms X’s eviction date.
8. I appreciate Ms X is unhappy about the time spent waiting for accomodation, but any injustice is not significant enough to justify our involvement. Therefore, I will not investigate.

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Final decision

9. We will not investigate Ms X’s complaint because any injustice is not significant to justify our involvement.

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Investigator's decision on behalf of the Ombudsman