Summary: We will not investigate this complaint about the Council placing Miss X in unsuitable accommodation when she became homeless. The Council moved Miss X without delay following her complaints and ensured a working heater was available. It is not required to cover her laundry costs, but did make a one-off payment. There is insufficient evidence of fault to warrant an investigation.

The complaint

1. Miss X complains the accommodation the Council provided to relieve her homelessness was unsanitary and unsuitable for her needs. She also said the Council did not provide any help with laundry costs.
2. Miss X says this has affected her physical health and caused financial difficulties. Miss X wants to be moved to suitable accommodation and receive compensation for the distress.

Back to top

The Ombudsman’s role and powers

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

Back to top

How I considered this complaint

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

Back to top

My assessment

6. Miss X presented to the Council as homeless. The Council assessed her situation and in September 2024 accepted that it owed her a homelessness relief duty. As a result, the Council drew up a Personal Housing Plan (PHP) and placed her in interim accommodation.
7. Miss X complained the accommodation was unsuitable & unsanitary. She requested to be moved to a different accommodation and for the Council to fund her laundry costs.
8. The following day, the Council moved Miss X to a different room. When she reported issues again, the Council moved her to another accommodation. The Council also made a one-time payment to support with laundry costs.
9. We will not investigate this matter because it is unlikely we would find evidence of fault by the Council. The Council promptly moved Miss X to different accommodation following her complaints, meeting its legal duties and ensuring the accommodation provided was free from serious health hazards.
10. Miss X complained that the accommodation did not have heating. The accommodation provider supplied a working electric heater, and the Council confirmed it was in good condition. We will not investigate this part of the complaint as the Council ensured Miss X had heating and it is unlikely we would find evidence of fault.
11. Miss X also said the Council has not fully refunded her laundry costs. We will not investigate this. The Council has no duty to cover these costs but did agree to make a one-off payment towards these costs following her complaints. It is unlikely we would find evidence of fault in this decision.

Back to top

Final decision

12. We will not investigate Miss X’s complaint because it is unlikely we would find evidence in fault in the Council’s actions.

Back to top

Investigator's decision on behalf of the Ombudsman