London Borough of Barnet

The complaint

Ms X complained that, once her management transfer was approved, the Council then offered her an unsuitable property and failed to properly consider the medical evidence Ms X submitted in the process.

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 we cannot achieve the outcome someone wants; or there is another body better placed to consider this complaint; 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

Miss X applied to the Council’s housing transfer register because she says she needs to move due to threats of domestic violence. The Council delayed considering her application for a management transfer but backdated it to when she applied. There were no suitable offers available during this time.

The Council approved her management transfer and informed her that the allocations policy says that this means she will be made two suitable offers before her case is reviewed.

The Council offered Miss X a vacancy in September 2025. This was for a one-bedroom flat which she says is too small for her needs and no improvement on her current home. The Council says she was awarded the management transfer status on the grounds that she needed to move from the area and the offer was adequate for her family needs.

Miss X rejected the offer and asked for a review of its suitability. These reviews are non-statutory reviews under Part 6 of the housing Act 1996 and carry no further appeal rights. The Council reviewed the offer but concluded that it was suitable for her needs and the requirement to be rehoused in a different area. The management transfer scheme means that she retains the right to one more offer before her status is reviewed or demoted.

The Ombudsman may not find fault with a council’s assessment of a housing application or a housing applicant’s priority if it has carried this out in line with its published allocations scheme.

We recognise that the demand for social housing far outstrips the supply of properties in many areas.

The policy makes it clear that two reasonable offers will be made under the management transfer provisions. The application was made on the grounds of domestic violence and need to relocate, the flat has the same number of bedrooms as Miss X’s current home and space considerations were not paramount in the decision. The Council made it clear what the choices were when the offer was made and Miss X chose to refuse it.

Final decision

We will not investigate this complaint about the Council’s handling of Miss X’s housing application. There is insufficient evidence of fault which would warrant an investigation.

Investigator's decision on behalf of the Ombudsman