Summary: We will not investigate this complaint about the suitability of the temporary accommodation Mr X was placed in. This is because there is insufficient evidence of fault by the Council and because Mr X could have asked for a suitability review.

The complaint

1. Mr X complains about the suitability of the temporary accommodation he was placed in. He says he was subjected to harassment by staff and unsanitary care. Mr X says this has caused him significant distress. He wants compensation and for staff members to be reprimanded and sacked.

Back to top

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, or
• it would be reasonable for the person to ask for a council review.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

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

Back to top

My assessment

5. Mr X moved into the temporary accommodation in July 2025. The Council says he raised concerns about cleanliness straight away, so it moved him to another room. Mr X then reported bed bugs. Pest control inspected and treated the room, but recorded no visible evidence of bed bugs. After Mr X raised further concerns, pest control visited again and found no evidence of an infestation. The Council also said it could not investigate Mr X’s allegations of harassment without further details or supporting evidence.
6. There is insufficient evidence of fault by the Council to warrant an investigation. This is because the Council responded appropriately to Mr X’s concerns and action was taken.
7. If Mr X considered the temporary accommodation unsuitable, he could have asked the Council for a suitability review. This is a formal process, separate from the complaints procedure. If the Council decided the accommodation was suitable following review, Mr X would then have had a right of appeal to the county court. It is reasonable to expect Mr X to have used this process, as it is the appropriate route to challenge the suitability of temporary accommodation.

Back to top

Final decision

8. We will not investigate Mr X’s complaint because there is insufficient evidence of fault by the Council and Mr X had the right to ask for a suitability review.

Back to top

Investigator's decision on behalf of the Ombudsman