Summary: We will not investigate Miss X’s complaint about how the Council have carried out work on her temporary accommodation. There is not enough evidence of fault by the Council to warrant investigation.

The complaint

1. Miss X complains the Council have not completed repairs to her temporary accommodation quickly or to a good standard. Miss X also complains the Council have not supported her to access the housing register.

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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 there is not enough evidence of fault to justify investigating (Local Government Act 1974, section 24A(6), as amended, section 34(B)).
3. We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)

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How I considered this complaint

4. I considered information provided by Miss X and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. We normally expect people to complain to us within twelve months of them becoming aware of a problem. Miss X did not complain to the Ombudsman until 2026. We will consider the matters arising in the twelve months prior to Miss X bring her complaint to the Ombudsman. It would have been reasonable for Miss X to have complained about any prior matters sooner.
7. I have reviewed Miss X’s requests for repairs and the Council’s responses over the twelve months before Miss X complained to the Ombudsman. There is insufficient evidence of fault in the Council’s response to the reported issues because the Council have arranged to inspect and repair issues within a reasonable timeframe and completed further works where Miss X reported ongoing issues.
8. Miss X also complains the Council haven’t supported her enough with the housing register and bidding process. Information from the Council shows Miss X is in the highest priority banding for rehousing. The Council has contacted her to offer support with the choice-based lettings system and making bids. This support remains available to Miss X should she need it. Therefore, there is not enough evidence of fault by the Council in the support offered to Miss X.

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Final decision

9. We will not investigate Miss X’s complaint about how the Council have carried out work on her temporary accommodation. There is not enough evidence of fault by the Council to warrant investigation.

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Investigator's decision on behalf of the Ombudsman