Summary: We will not investigate this complaint about the suitability of accommodation provided to Miss X and the Council’s actions during this matter. This is because it is unlikely we would find enough evidence of fault to justify investigating and further investigation would not lead to a different outcome.

The complaint

1. Miss X complains the temporary accommodation the Council provided her was unsuitable due to the location, the lack of cooking facilities and the alleged presence of known criminals.
2. She also says the Council ignored her emails, cut off phone calls, and behaved unprofessionally in meetings.
3. Miss X says the Council did not consider her need for reasonable adjustments when communicating with her and when developing her Personal Housing Plan (PHP).
4. Miss X says the matter has caused her distress and would like the Council to apologise and improve its communications with her. Miss X would also like accommodation with cooking facilities in her preferred location.

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The Ombudsman’s role and powers

5. 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
• 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

6. I considered information provided by the complainant.
7. I considered the Ombudsman’s Assessment Code.

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My assessment

8. In September 2024, Miss X’s landlord ended her tenancy, putting her at risk of homelessness. The Council assessed her situation and agreed it owed her a relief duty because of the imminent risk of becoming homeless. As a result, the Council drew up a PHP and placed her in temporary accommodation.
9. Miss X complained the accommodation lacked cooking facilities, was in an unsuitable location, and housed known criminals. She requested a different placement. The Council reviewed this and offered alternative accommodation with cooking facilities, in the location Miss X preferred.
10. Under relief duty, the Council must take reasonable steps to secure accommodation. A person can challenge suitability if their accommodation poses a health risk or does not meet disability-related needs. However, the concerns a raised by Miss X do not, on their own, make accommodation legally unsuitable. The Council secured temporary accommodation for Miss X, fulfilling its duty. Therefore, we will not investigate this matter as it is unlikely we would find evidence of fault to justify an investigation.
11. Miss X also complained about the conduct of a Council officer. The Council admitted the housing officer could have handled interactions more professionally and has provided further training and guidance. We will not investigate this matter as further investigation is unlikely to lead to a different outcome.
12. Miss X complained the Council ignored her emails and cut off one of her phone calls. The Council says it does not know why the call disconnected. Regarding emails, the evidence shows the Council responded and directed Miss X to its complaint responses. Given this, we will not investigate as we are unlikely to find evidence of fault to justify an investigation.
13. Miss X also said the Council did not consider her need for reasonable adjustments when communicating and developing her PHP. The Council stated it aimed to make the PHP as clear as possible and acknowledged Miss X’s medical conditions might make some tasks difficult. It offered to review the PHP for clarity and signposted Miss X to partner agencies for support. Miss X did not request further adjustments, based on the evidence available. Therefore, we are unlikely to find evidence of fault

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Final decision

14. We will not investigate Miss X’s complaint because it is unlikely we would find fault in the Council’s actions and further investigation is unlikely to lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman