Summary: We will not investigate this complaint about how the Council handled concerns about disrepair in the complainant’s home. There is insufficient evidence of fault which would warrant further investigation

The complaint

1. Miss X complains about the Council staff who handled her Environmental Health case. She disagrees with the Council’s Environmental Health assessment and wants the Council to do a new assessment and instruct her landlord to carry out the required work to her home.

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The Ombudsman’s role and powers

2. We normally expect someone to refer the matter to the Information Commissioner if they have a complaint about data protection. However, we may decide to investigate if we think there are good reasons. (Local Government Act 1974, section 24A(6), as amended)

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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 said she has had repair issues in her privately rented property including a rat infestation as well as problems with damp and mould. She reported the issues to the Council.
6. Miss X disagrees with the Environmental Health assessment carried out by the Council. She said it does not show the full extent of work that the landlord should carry out.
7. The Council carried out inspections under the Housing Act 2004. It decided the problems met the criteria for bands D, E and F.
8. The HHSRS (Housing Health and Safety Rating System) was updated in England in June 2026. One of the main changes was that the old A to J hazard bands were replaced with a simpler system.
9. Under the new criteria, bands D, E and F meet the criteria of a category two hazard. While the Council is not legally required to address category two hazards, it has the authority to intervene if believed necessary. In this case, the Council chose not to take formal enforcement action against the landlord. Instead, the Council provided a schedule of required works and maintained communication with both the landlord and Miss X.
10. I have seen the letters the Council sent to the landlord. I am satisfied with the recommendations the Council made to address the problems. I understand Miss X disagrees and believes the work would not solve the problem. However, the remedial works have not yet been completed. It is therefore not possible to say at this stage whether it will resolve the issues. Any injustice that might arise if the works prove ineffective is a future possibility, and therefore premature for us to consider now. Therefore we will not investigate this part of the complaint.
11. I note Miss X asked the Council not to write to her landlord. I have seen evidence that the Council has tried to work with Miss X and the landlord to remedy the problems in Miss X’s home and we are unlikely to find fault in its actions.
12. The Council conducted inspections at Miss X’s home, completed the required assessments and has tried to work with Miss X and the landlord to resolve the problems. We will not investigate this complaint because we are unlikely to find fault in how the Council handled this case..
13. Miss X complained about the officers who were handling her case. The Council considered Miss X’s comments and concerns and decided staff properly dealt with her case. I understand Miss X disagrees but the officers were also entitled to use their professional judgement.
14. Miss X has also complained about the information the Council shared with her and its responses to information requests. However, these issues are best dealt with by the Information commissioner.

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Final decision

15. We will not investigate Miss X’s complaint because we are unlikely to find fault with the Council.

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Investigator's decision on behalf of the Ombudsman