The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s decision to remove the complainant’s priority on the housing register. This is because the Council has offered to do a further review.
The complaint
The complainant, Ms X, complains the Council removed her priority on the housing register. She says the Council did not explain the bidding requirements and offered no help or understanding. Ms X wants the Council to reinstate her priority and offer a home.
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 an investigation if we decide: we are satisfied with the actions an organisation proposes to take, or we cannot achieve the outcome someone wants.
(Local Government Act 1974, section 24A(6) & (7), as amended, section 34(B))
How I considered this complaint
I considered information provided by Ms X and the Council. This includes the complaint correspondence and an update from the Council. I also considered our Assessment Code.
My assessment
Ms X was on the housing register. The Council removed her priority after she refused a property and because the Council decided she was not bidding enough and in a wide enough area. Ms X appealed but the Council said its decision was correct.
In response to my enquiries the Council said it would do another review with an expectation that it will reinstate the priority for one final offer of accommodation.
I will not investigate this complaint because the Council has provided a fair response; it will do a further review with an expectation that it will make a final offer. In addition, we could not achieve the outcome Ms X wants because we cannot offer Ms X a home or tell the Council it must provide a home.
Final decision
We will not investigate this complaint because the Council has offered a fair response and we cannot achieve the outcome Ms X would like.
Investigator's decision on behalf of the Ombudsman