Summary: We will not investigate this complaint about the Council’s handling of Mr X’s homelessness application. This is because further investigation would not lead to a different outcome.

The complaint

1. Mr X said the Council failed to properly handle his homelessness application and communicated with him poorly by reassigning his case to a new officer and not telling him about this.
2. Mr X said this left him uncertain of the status of his case. Mr X also said this caused him severe emotional and financial stress.

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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 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

4. I considered information provided by the complainant and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mr X complained the Council failed to properly handle his homelessness application. Mr X said it reassigned his case without telling him and at the time a crucial visit to his previous address was happening. Mr X said the Council left him feeling uncertain about the progress of his application and said it caused him a negative physical and financial impact.
7. In its complaint response, the Council acknowledged it could have communicated better and apologised for any delays caused by the case being reassigned. It also said it would request that moving forwards all applicants are made aware of any changes.
8. Based on the evidence available, the Council have since kept Mr X regularly updated and provided him with appropriate support and guidance in his search for a property.
9. The actions taken by the Council appear to be suitable and further investigation by the Ombudsman would not lead to a different outcome. Therefore, we will not investigate this complaint.

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Final decision

10. We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman