Summary: We will not investigate this complaint about the Council’s provision of housing assistance. There is insufficient evidence of fault which would warrant an investigation.

The complaint

1. Miss X complained about the Council’s lack of assistance to find her suitable housing since she was evicted in 2024. She is sharing with friends and says the housing and benefits systems do not make it possible for her to find affordable accommodation.

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
• further investigation would not lead to a different outcome, or
• we cannot achieve the outcome someone wants.

(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’s responses.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. Miss X says she was evicted from her rented home in May 2024. She has asked the Council to provide her with financial assistance in finding a new home since then and she has been staying with friends in the meantime. She says the Council has not been able to provide assistance because her income makes her non-qualifying for benefits and bond assistance is only applicable if she can find suitable affordable accommodation.
6. The Council told Miss X that she would need to complete a homelessness application if she is homeless or threatened with homelessness in 56 days. Miss X says she will not apply as homeless and does not want temporary accommodation which she believes is unsuitable for her needs.
7. We can investigate some aspects of how a council deals with homelessness applications where there is no right of appeal or review. Miss X has not applied as homeless and we cannot consider how the Council has followed the procedure when it has not been initiated. The Council has given what housing advice it can about private renting but it cannot find alternative housing for Miss X unless she applies and the Council accepts a statutory duty.

Back to top

Final decision

8. We will not investigate this complaint about the Council’s provision of housing assistance. There is insufficient evidence of fault which would warrant an investigation.

Back to top

Investigator's decision on behalf of the Ombudsman