Summary: We will not investigate Miss X's complaint about the Council's handling of her homelessness application because further investigation is unlikely to lead to a different outcome.

The complaint

1. Miss X complained the Council did not properly manage her homelessness application. She said the Council communicated poorly, did not provide adequate housing support or a clear Personal Housing Plan, and failed to take into account her vulnerabilities. She said this caused distress and uncertainty for her and her children. She wants the Council to apologise, urgently review her homelessness status, provide appropriate housing assistance and an updated Personal Housing Plan, improve communication, and consider a financial remedy for the distress caused.

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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 further investigation would not lead to a different outcome. (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. Miss X made a homelessness application to the Council after receiving an eviction notice from her landlord.
6. The Council accepted a homelessness duty and offered Miss X accommodation. Miss X considered the property unsuitable because of its condition. She returned the keys and decided to stay temporarily with family members instead.
7. Miss X then complained to the Council about the property's suitability and its handling of her homelessness application, including poor communication and an inadequate Personal Housing Plan (PHP).
8. The Council did not uphold the complaint. However, it accepted there had been shortcomings in communication, apologised for the distress this caused and reviewed and updated Miss X's PHP. The Council did not agree the property was unsuitable and said any issues could have been resolved. However, it confirmed Miss X's refusal of the property would not affect her homelessness application and said it would continue to work with her to secure suitable accommodation.
9. Miss X's family arrangement later broke down, and the Council placed her in temporary accommodation. The Council then secured accommodation for her and ended its homelessness duty.
10. We will not investigate this complaint because further investigation is unlikely to lead to a different outcome. The Council acknowledged and apologised for communication shortcomings, reviewed Miss X's PHP, continued to assist her after she declined the property, provided temporary accommodation when she could no longer stay with family and ultimately secured accommodation for her.

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Final decision

11. We will not investigate Miss X’s complaint because further investigation is unlikely to lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman