The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s decision on Miss Y’s housing register application because there is not enough evidence of fault.
The complaint
Ms X complains about the Council’s decision on Miss Y’s housing register application. She says it has delayed addressing her complaint since September 2025.
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. (Local Government Act 1974, section 24A(6), as amended, section 34(B)) We consider whether there was fault in the way an organisation made its decision. If there was no fault in how the organisation made its decision, we cannot question the outcome. (Local Government Act 1974, section 34(3), as amended)
How I considered this complaint
I considered information provided by Ms X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
In September 2025 Ms X complained about the Council’s decision on Miss Y’s housing register application.
The Council replied to explain it awarded Miss Y Band A priority on the register with a one bedroom need. However, as Miss Y considered she had a two bedroom need it would review its decision.
The Council issued its review decision in October 2025 explaining Miss Y did not meet the criteria for a two bedroom need. In later correspondence to Ms X it explained there was no evidence Miss Y needed two bedrooms either for overnight care or on other medical grounds. But it would consider any further evidence in this regard.
The Council decided on the information available and in line with its published allocations policy. There is not enough evidence of fault in its decision making to justify an investigation.
It is not a proportionate use of our resources to investigate the Council’s complaint handling when we are not investigating the substantive matter.
Final decision
We will not investigate Ms X’s complaint because there is not enough evidence of fault.
Investigator's decision on behalf of the Ombudsman