Summary: We will not investigate Ms X’s complaint about inaccurate information about the cost of temporary accommodation. The Council has already take appropriate action to remedy the injustice caused so further investigation by us would not lead to a different outcome.

The complaint

1. Ms X complained the Council initially gave her incorrect information about paying for utilities when she moved into temporary accommodation. She said its faults meant she was not able to budget effectively.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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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

What happened

5. Ms X moved into temporary accommodation (TA) in February 2025. At that time, she was told how much rent and service charges she needed to pay. The licence agreement that she signed said the service charge included utilities.
6. In April 2025, she was given a revised licence. This said the service charge covered the cost of cleaning and heating in communal area, and Ms X was advised she needed to pay utility costs separately.
7. Ms X complained about the inconsistent information she had been given, both orally and in writing. She said it was unfair she now had to pay utilities on top of the rent and service charge, and that the inconsistent information had made it difficult to budget for her housing costs.
8. In its complaint response, the Council apologised for the error. It explained she was responsible for utility costs, which are sometimes included in the service charge and sometimes paid separately. To recognise the uncertainty caused it offered to pay her £150.

My assessment

9. Ms X was always liable to pay rent, service charge and any utility costs.
10. The Council accepts it gave inaccurate information about these costs at the outset, which it says it corrected as soon as the mistake was identified. It has apologised and offered to pay £150 to recognise the initial uncertainty caused to Ms X. I am satisfied the Council has taken appropriate action and further investigation by us would not lead to a different outcome.
11. For this reason, we will not investigate further.

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Final decision

12. We will not investigate Ms X’s complaint because the Council has already taken appropriate action to remedy the injustice caused.

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Investigator's decision on behalf of the Ombudsman