The Ombudsman's final decision
Summary: We will not investigate this complaint about the suitability of interim accommodation provided by the Council pending its assessment of the complainant’s homelessness application. This is because the Council is working to address the issues of suitability and as an interim measure has offered alternative accommodation. It is unlikely we could add to the investigation by the Council. Further, if we were to investigate this would unlikely lead to a different outcome.
The complaint
The complainant (Miss X) complains about the suitability of temporary accommodation provided to her by the Council following her making a homelessness application. In particular, Miss X says the accommodation lacks the required space to meet her and daughter’s needs and is infested by pests.
In summary, Miss X says the infestation has had a profound impact on her and her daughter’s daily lives and is a cause of severe stress. As a desired outcome, she wants the Council to provide long-term and stable accommodation which is suitable for her and her daughter’s needs.
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, or 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), as amended, section 34(B)).
How I considered this complaint
I considered information provided by the complainant and the Council. I also considered the Ombudsman’s Assessment Code.
My assessment
The Council acknowledges the temporary accommodation has problems with pest infestation and the evidence shows it is actively working to resolve the issues with treatment. As an interim measure, the Council has offered to provide Miss X with alternative temporary accommodation. The evidence shows therefore the Council is acting to address and remedy any injustice caused by fault.
Were we to investigate this complaint and find fault causing an injustice, we would ask the Council to address the issues raised and/or provide alternative accommodation. The Council has done this and Miss X has not raised any issues that the alternative accommodation offered would not be unsuitable for her needs. I do not consider we could add to the investigation by the Council. Further, if we were to investigate this would unlikely lead to a different outcome.
Final decision
We will not investigate this complaint. This is because the restrictions I outline at paragraph three (above) apply.
Investigator's decision on behalf of the Ombudsman