The Ombudsman's final decision
Summary: We will not investigate Ms X’s complaint about the Council’s assessment of her housing application. There is insuffcient evidence of fault to justify our involvement.
The complaint
Ms X complained about the Council’s assessment of her housing application. She says that her current banding does not reflect the urgent needs of her family, particularly in relation to her daughter’s medical conditions. She says her current housing is having a serious impact on her and her family’s mental health and wellbeing.
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 not enough evidence of fault to justify investigating; or further investigation would not lead to a different outcome; or we cannot achieve the outcome someone wants; or (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 have also considered the Council’s housing allocations policy.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X applied to join the housing register in January 2025. She said her two daughters, are unable to share a bedroom due to the medical needs of her youngest daughter, making her 2-bedroom property no longer suitable.
In June 2025, Ms X requested a review of her housing assessment and Band C award. She said this band did not adequately reflect the support her family required and the severe impact her housing was having on her family, specifically due to her youngest daughter’s medical conditions.
The evidence suggests that the Council considered all the information that was submitted on Miss X’s application and any new information that was submitted since the date of its original decision.
The Council also referred Miss X’s supporting documentation to an Independent Medical Advisor for their opinion. Their report confirmed the Council’s assessment of Band C, low medical priority, granting Ms X eligibility for a three-bedroom property and recommending that her younger daughter has her own room with a window and door locks in place.
We are not an appeal body. It is not our role to say whether the Council’s decision was correct. Unless there was fault in the Council’s decision-making process, we cannot comment on the decision reached. The law says councils must allocate social housing in line with their published allocations scheme. The allocations scheme says that families lacking one bedroom will be placed in Band C priority.
The Council considered the information Ms X provided about her circumstances, medical reports and its own allocation scheme when making its decision. There was no undue delay in making its decisions and it explained its reasons at each stage. There is insufficient evidence of fault to justify us investigating further.
Final decision
We will not investigate Ms X’s complaint because there is insuffcient evidence of fault to justify our involvement.
Investigator's decision on behalf of the Ombudsman