The Ombudsman's final decision
Summary: We will not investigate this complaint about Ms X’s temporary accommodation, because there is no more worthwhile outcome achievable through further investigation.
The complaint
Ms X complained the Council offered her unsuitable accommodation which she could not move into, causing her to have to pay privately for hotel accommodation when her former temporary accommodation ended. Ms X wants the Council to pay her a higher financial remedy than it has already offered.
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 there is no worthwhile outcome achievable by our investigation. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
The Council offered Ms X Accommodation A in June 2024. Ms X rejected it as she did not agree it was suitable. Ms X paid privately for accommodation for twenty days and at the end of this period, the Council agreed to arrange alternative accommodation for her which she accepted.
The Council accepted partial fault through its complaints process and agreed to reimburse her for the cost of the hotels, minus what she would have paid in rent if she had stayed in temporary accommodation in that time. It also added an additional symbolic financial remedy to reflect the injustice caused. In addition, it carried out several service improvements to prevent recurrence of the fault. Since then Ms X has been permanently housed.
Ms X complained to the Ombudsman as she said the financial remedy should be higher as during that time, she also had increased food costs due to not having access to a kitchen. I have considered the financial remedy of just under £640 that the Council agreed to pay and am satisfied that if we were to investigate this further, we would be unlikely to recommend a financial remedy higher than this. As there are also service improvements underway as well, there is no more worthwhile outcome achievable through further investigation.
Final decision
We will not investigate Ms X’s complaint because there is no more worthwhile outcome achievable.
Investigator's decision on behalf of the Ombudsman