The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s Homes for Ukraine payment system. The complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The complainant has received her payment and further investigation is unlikely to lead to a different outcome.
The complaint
The complainant, I shall call Mrs B complains the Council failed to investigate her complaint about the system for payments to people hosting Ukrainian refugees in their homes.
She applied for the payment in April and did not receive the money until July. She found it difficult speak to anyone about her concerns, did not receive responses to her emails and received altered terms and conditions with no explanation.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect on the person making the complaint, which we call ‘injustice’. We provide a free service but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
Final decision
We will not investigate Mrs B’s complaint because the Council has made the backdated payments. It has also confirmed the payment schedule going forward.
While Mrs B is dissatisfied with the response I consider further investigation is unlikely to lead to a different outcome.
Investigator's decision on behalf of the Ombudsman