Summary: We will not investigate this complaint about the Council’s offer of alternative temporary accommodation which Ms X says is unsuitable for her needs. It was reasonable for her to ask for a review of suitability of the accommodation.

The complaint

1. Ms X complained about the Council offering her alternative accommodation at short notice. She says this caused problems because the accommodation was furnished and she received insufficient support from the Council to move and store her possessions. She also says the location of the accommodation is unsuitable because it is too far away from hospitals, education and other services which she had previously established.

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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 it would be reasonable for the person to ask for a council review or appeal.

(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’s response.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms X says she was living in temporary accommodation which the Council was unable to repair without her being relocated. She was offered alternative temporary accommodation in 2024 and she says that although she signed the agreement she was unhappy with the offer.
6. The property was already furnished which meant that she had to move her own belongings into storage at her expense. The Council told her that it does not carry out removals and storage but that it has a financial assistance procedure for those who qualify. Ms X was issued with a form for this procedure but the Council says she did not complete and return it.
7. In her compalint to us Ms X says that the accommodation is unsuitable because it is too far away from her previous medical, education and personal network and that there is inadequate parking on a main road which means she has to park elsewhere. She also says the cost of travelling makes the location unaffordable.
8. When someone who is owed the main housing duty by a council is placed in temporary accommodation which they believe is unsuitable they may ask for a review of suitability under s.202 of the Housing Act 1996 part 7. It was reasonable to ask the Council to carry out a review. If this proved unsuccessful she would have a further right of appeal to the County Court.

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Final decision

9. We will not investigate this complaint about the Council’s offer of alternative temporary accommodation which Ms X says is unsuitable for her needs. It was reasonable for her to ask for a review of suitability of the accommodation.

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Investigator's decision on behalf of the Ombudsman