Summary: We will not investigate Miss X complaint about the Council’s response to a leak in her temporary accommodation. The Council have provided a suitable remedy.

The complaint

1. Miss X complains the Council delayed completing repairs for a leak in her temporary accommodation property. She wants the Council to fix the leak and provide her with compensation.

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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)
3. We do not start or continue an investigation if we decide there is no worthwhile outcome achievable by our investigation. (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. Miss X lives in temporary accommodation provided by the Council. In September 2025 Miss X reported a leak to the Council’s repairs team and submitted a complaint. She says the leak began at the start of her tenancy in September 2024.
7. The Council accept there was delay in completing repair works after the leak was reported to the repairs team. It has since repaired the leak and has agreed to repair any decorative damage. It has also apologised to Miss X and offered her a symbolic payment to represent the delay. This is a suitable remedy in line with our guidance and further investigation would not lead to a worthwhile outcome.

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Final decision

8. We will not investigate Miss X’s complaint. The Council have provided a suitable remedy.

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Investigator's decision on behalf of the Ombudsman