The Ombudsman's final decision
Summary: We will not investigate this complaint about how the Council handled Miss X’s homelessness assessment. This is because the Council has taken appropriate action to prevent reoccurrence of this fault and offered £100 as a remedy for injustice. There are no wider public interest issues to justify our investigation.
The complaint
Miss X complained the Council did not act in a timely manner following a homelessness assessment and complained about the way she was treated during the assessment.
Miss X said this caused her anxiety and ongoing distress.
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
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X complained the Council did not treat her with respect during a homelessness assessment and then did not take timely action following the assessment. She said it didn’t take safeguarding action, and she had to chase the Council for updates.
In response to Miss X’s complaint the Council has apologised for not issuing her a personalised housing plan in a timely manner, offered a symbolic payment of £100, allocated Miss X’s case to a different Council officer and provided additional training support to its team. These actions are appropriate.
The remedy provided by the Council is suitable and we would not achieve anything more by investigating further. For this reason, we will not investigate this complaint.
Final decision
We will not investigate Miss X’s complaint because the Council has already taken appropriate action to prevent reoccurrence of this fault and offered £100 as a remedy for injustice. There are no wider public interest issues to justify our investigation.
Investigator's decision on behalf of the Ombudsman