Summary: We will not investigate Mr X’s complaint about the standard of emergency accommodation and poor communication. This is because any injustice is not significant enough to justify our involvement.

The complaint

1. Mx Y complaints on behalf of Mr X that about the standard of his emergency accommodation and about how the Council communicated with Mr X.

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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 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

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

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My assessment

5. Mx Y complains on behalf of Mr X about the suitability of emergency accommodation and anti-social behaviour and drug use within the accommodation. The Council said the accommodation was suitable and worked with the landlord to address the maintenance issues Mr X raised. It also said it was working with the landlord’s security team to manage anti-social behaviour and drug use in the accommodation.
6. Mr X says that the Council’s poor communication caused him distress and meant that he cancelled three private property viewings because he thought he had secured accommodation. The Council said it spoke to Mr X within three days to correct the misunderstanding. It apologised for the confusion and agreed to change how it communicated with Mr X.
7. Mx Y complains on behalf of Mr X that the Council did not make reasonable adjustments in their communication with Mr X. The Council apologised and agreed to the measures suggested by Mx Y and Mr X.
8. Our role is to consider complaints where the person bringing the complaint has suffered significant personal injustice as a direct result of the actions or inactions of the organisation. This means we will normally only investigate a complaint where the complainant has suffered serious loss, harm, or distress as a direct result of faults or failures. We will not normally investigate a complaint where the alleged loss or injustice is not a serious or significant matter. I consider any injustice is not significant enough to justify an investigation by the Ombudsman.

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Final decision

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

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Investigator's decision on behalf of the Ombudsman