The Ombudsman's final decision
Summary: We will not investigate Mrs X’s complaint about the suitability of her temporary accommodation. It would be reasonable for Mrs X to ask the Council for a suitability review.
The complaint
Mrs X complained her temporary accommodation was not suitable for her mobility needs. She said the Council was not helping her. She said that was affecting her mental health.
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 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, it would be reasonable for the person to ask for a council review or appeal.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
We will not investigate Mrs X’s complaint about the suitability of her temporary accommodation. That is because it is reasonable for Mrs X to ask the Council for a suitability review. Th Council said she had not done this. It has provided information telling her how to.
We will also not investigate Mrs X’s complaint the Council is not helping her. The Council’s complaint response confirms it allocated Mrs X a Social Worker to support her with her housing. The Council said Mrs X had stopped contacting the Social Worker. It is reasonable for Mrs X to work with the Social Worker, if she wants help with her housing. There is not enough evidence of fault to justify us investigating.
Final decision
We will not investigate Mrs X’s complaint because it is reasonable for her to ask the Council for a suitability review of her temporary accommodation.
Investigator's decision on behalf of the Ombudsman