The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council not fulfilling commitments it made to Ms X when she moved to a new property. Further investigation by the Ombudsman would not lead to a different outcome.
The complaint
Ms X complained about the Council not fulfilling commitments it made to her when she moved to a new property. Ms X said the Council agreed to pay her first month’s rent and help to cover removal costs, among other things, but did not.
Ms X said this caused her a negative financial impact and caused stress.
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 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.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X moved from temporary accommodation to a privately rented property in August 2024. Ms X said before moving to the new property, the Council agreed to pay her deposit and first month’s rent, as well as assisting with removal costs. She then complained it had reneged on an offer to provide white goods.
Ms X complained to the Council in November 2024 because she said it had not fulfilled any of the above agreements.
In response to Ms X’s complaint, the Council said it had not paid the deposit and rent payments because it deemed the property as unaffordable for Ms X. Ms X said she was not aware of this. The Council provided apologies for miscommunication and Ms X told us it paid the deposit and rent payments in April 2025.
Ms X complained to the Ombudsman in July 2025 and said the Council still had not fulfilled its commitment to support with removal costs.
In its complaint response, the Council said it was not obligated to cover these costs and said it told Ms X this. The Council said when it was supporting Ms X with her move, it had directed Ms X to charities who might be able to help to cover these costs. The Council said it was not standard practice for it to cover removal costs.
In considering all available information, I do not believe further investigation would lead to a different outcome. The Council has investigated and resolved the issue with Ms X’s deposit and rent payment, although I do acknowledge Ms X’s concern with the delay caused in this being paid. We could not tell the Council it should cover Ms X’s removal costs.
For these reasons, we will not investigate this complaint.
Final decision
We will not investigate Ms X’s complaint because further investigation by the Ombudsman would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman