Summary: We will not investigate this complaint about the Council’s handling of a homelessness application. This is because the Council has accepted some fault in how they managed the application and has taken steps to address the issues. We would not be able to add to the Council’s investigation into the matter.

The complaint

1. Ms X complained that she was treated unfairly by the Council during her homelessness application. Ms X stated that stress from a cancelled assessment call with the Council had a negative impact on her physical and mental health. Ms X would like compensation and to ensure better treatment for others in the future.

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

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My assessment

5. Ms X approached the Council about being potentially homeless in Autumn 2024 after she was asked to leave the property where she had been staying. The Council negotiated for Ms X to remain at the property for a short period of time.
6. The Council arranged an appointment with Ms X to review her circumstances. This appointment was cancelled, but Ms X was not informed. Ms X was admitted to hospital shortly after the missed appointment following an injury.
7. Ms X was discharged from hospital to another property. The Council closed Ms X’s homelessness application due to inaccurate information in Spring 2025. Ms X contacted the Council and they opened a new homelessness application.
8. The Council concluded that Ms X did not have a local connection to its area and referred her to another Council where they believed she did have a local connection.
9. Ms X stated that the stress from the cancelled assessment appointment with the Council contributed to her injury and resulting stay in hospital. We could not make such a finding, even on a balance of probabilities, between the cancelled appointment and the hospital admission.
10. The Council apologised to Ms X for closing her homelessness application in Spring 2025, and for not informing her of the cancelled assessment call. The Council offered Ms X £50 as part of this apology. The Council said that it would raise the matter of training and support for their Housing Team to ensure that accurate records are maintained. This is an appropriate action for the Council to take to resolve Ms X’s complaint.

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Final decision

11. We will not investigate Ms X’s complaint because the Council has accepted some fault in relation to how the application was managed and has taken steps to address the issues. We would not be able to add to the Council’s investigation into the matter.

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Investigator's decision on behalf of the Ombudsman