The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s service. This is because it is unlikely our involvement at this time would make a significant difference to Mr C’s housing situation and lead to a different outcome for him.
The complaint
The complainant, Mr C, complained about the service he has received from the Council including failures to reply, lack of contact, rudeness of officers and the giving of incorrect information.
The Ombudsman’s role and powers
The Ombudsman investigates 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 may decide not to continue with an investigation if we decide: we could not add to any previous investigation by the organisation, or further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by the complainant, the Council’s response to his complaint and its recent email to him.
I considered the Ombudsman’s Assessment Code.
Mr C has had an opportunity to comment on my draft decision.
My assessment
In July 2021 the Council sent its final response to Mr C’s complaint. It apologised to Mr C for the 20 month wait he had experienced waiting for a decision on his housing needs and it offered a payment to him.
When he complained to us Mr C said, to put things right, he wanted updates from the Council and replies to his emails. He said he could not continue living in his current accommodation.
In February 2022 a senior council benefits and housing needs officer, officer Z, replied to Mr C. He provided a link to a form Mr C can use to contact the Council’s housing supply team when he finds a suitable property. Officer Z said an officer from the team will pick up the enquiry and the team aimed to respond within 48 hours of him completing the form. Officer Z explained why the possibility of a tenancy in September 2021 had fallen through. Officer Z said the housing supply team remained available to help Mr C negotiate with agents and landlords to secure a home he had told them about within the private sector. Officer Z said he had had attached some general guidance and information to help.
The Council has recently replied to Mr C. It is unlikely our involvement at this time would make a significant difference to Mr C’s housing situation and lead to a different outcome for him. Any investigation by us would not be able to resolve all problems Mr C may experience with his communication with the Council for all time. But Mr C can contact us again if he believes the Council has not offered enough help when he finds a suitable private sector property to rent.
Final decision
We will not investigate Mr C’s complaint because it is unlikely our involvement at this time would make a significant difference to Mr C’s housing situation and lead to a different outcome for him.
Investigator's decision on behalf of the Ombudsman