The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s decision to close the complainant’s housing application. This is because there is insufficient evidence of fault by the Council.
The complaint
The complainant, Mrs X, complains the Council closed her housing applications because it says she did not provide all the required supporting evidence. Mrs X says she needs to move.
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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mrs X and the Council. This includes Mrs X’s housing applications. I also considered our Assessment Code.
My assessment
The Council’s policy says people must submit certain documents with their housing application. The application form lists the evidence applicants must submit.
The Council closed two applications from Mrs X because she had not provided all the required evidence. The decision letter said Mrs X could make a new application once she had provided all the evidence.
I have checked the housing applications and the list of documents Mrs X submitted. The forms show Mrs X did not submit all the required evidence.
I will not investigate this complaint because there is insufficient evidence of fault by the Council. This is because the Council’s decision to close the applications reflects the policy because Mrs X did not submit all the required evidence.
Final decision
We will not investigate this complaint because there is insufficient evidence of fault by the Council.
Investigator's decision on behalf of the Ombudsman