Summary: We will not investigate Miss X’s complaint about privacy concerns at a supported living property. This is because we cannot add to the previous investigation or achieve the outcome she wants.

The complaint

1. Miss X complains of a breach of privacy at her supported living accommodation and wants those responsible to be dismissed.

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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
• we cannot achieve the outcome someone wants.

(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 Miss X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. In February 2023, Miss X was offered supported living accommodation by the Council in discharge of its homelessness relief duty.
6. In February 2025, Miss X reported that people had entered her accommodation several times without her permission
7. The housing provider investigated Miss X’s concerns. They reviewed CCTV footage and found no evidence to support the claim that anyone had entered the property without permission.
8. Due to the length of time since passed, the CCTV footage is likely to have been deleted. Further, an investigation is not likely to lead to any additional evidence being obtained that would lead to different findings being reached. Therefore, an investigation is not proportionate as we likely cannot add to the previous investigation already completed by the housing provider.

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Final decision

9. We will not investigate Miss X’s complaint further as we cannot add to the previous investigation or achieve the outcome she wants.

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Investigator's decision on behalf of the Ombudsman