The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s decision to close the complainant’s housing application due to a lack of supporting documents. This is because there is insufficient evidence of fault by the Council.
The complaint
The complainant, Ms X, complains the Council closed her housing application without asking her to send the missing information. She says nobody helped her with the application and the Council did not consider her circumstances.
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 Ms X and the Council. This includes letters about the application and some case notes. I also considered our Assessment Code.
My assessment
Ms X applied to join the housing register. I have looked at the case notes and there is nothing to suggest she provided proof of address or income as required. The application form asks people to upload documents at different stages of the form. It is the responsibility of the applicant to provide the supporting evidence.
The Council says Ms X did not say she needed help with an application. Ms X recently submitted a new application and the Council signposted her to sources of support.
I have not seen any suggestion of fault by the Council so there is no reason to start an investigation.
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