The Ombudsman's final decision
Summary: Mrs B complained the Council failed to provide her with the right banding on its housing register and refused to consider transferring her to another property. Council has reviewed the case and awarded the right banding, backdated that banding and paid Mrs B £100. The Council is also actively seeking a new property for Mrs B. There is nothing further the Ombudsman can achieve for Mrs B.
The complaint
The complainant, Mrs B, complained the Council: failed to provide her with the right banding on its housing register; and refused to consider transferring her to another property.
Mrs B says because of the Council’s actions she is living in overcrowded accommodation.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
As part of the investigation, I have: considered the complaint and Mrs B's comments; considered some information provided by the Council.
Mrs B and the organisation had an opportunity to comment on my draft decision. I considered any comments received before making a final decision.
What I found
Mrs B lives in a four-bedroom property with a lounge that she is using as a bedroom. Mrs B needs a six bedroom property. The Council has now accepted Mrs B needs two additional bedrooms and has registered her in band B. That is the right banding. The Council has also backdated that banding to December 2022 and offered Mrs B £100. Mrs B also says the Council has told her it is actively seeking a larger property for her. As I consider the actions the Council has taken and is continuing to take are satisfactory I see no reason to pursue the matter further.
Final decision
I have discontinued my investigation as the Council has taken action which has resolved the outstanding issue and no further action by the Ombudsman is needed.
Investigator's decision on behalf of the Ombudsman