Summary: We will not investigate this complaint about the Council’s handling of a rehousing application as the Council has admitted fault and agreed to reassess the application. Therefore, further investigation is unlikely to lead to a different outcome.

The complaint

1. Mrs X complains the Council has refused to answer questions submitted in her housing allocation appeal. Mrs X says that she has mobility issues and her current property has caused stress and anxiety. Mrs X would like an Occupational Therapy assessment to be carried out to determine suitable housing.

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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. Mrs X submitted an application for rehousing in early 2023. This application requested that Mrs X and her family be downsized due to a family member moving out.
6. In June 2023 the Council responded to Mrs X’s application, stating that she does not qualify to register for rehousing.
7. In July 2023, following investigation as part of a stage two complaint response, the Council has agreed that Mrs X does meet the criteria for being rehoused in a smaller property.
8. The Council has apologised, offered Mrs X £100 as a remedy and agreed to reassess her application and award Band A priority. It also said it would issue updated Allocations Policy guidance to officers. Further investigation by the Ombudsman would be unlikely to lead to a different outcome.

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Final decision

9. We will not investigate Mrs X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman