The Ombudsman's final decision
Summary: We will not investigate this complaint about how the Council dealt with Mr X’s housing application. This is because the Council agreed to review its decision to cancel his housing application and has reinstated it. This action is in line with our Guidance on Remedies and there is nothing further we can achieve.
The complaint
Mr X complains the Council cancelled his housing application because he missed repayments on his former rent arrears. Mr X says the Council failed to consider that he had consistently paid his arrears over a period of time and is due to leave supported housing.
Mr X says the Council’s actions have caused him frustration.
The Ombudsman’s role and powers
The Ombudsman investigates 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 may decide not to continue with an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code and Guidance on Remedies.
My assessment
The Council housing allocations policy says it can cancel a housing application if an applicant failed to keep to any arrangements to pay off former rent arrears. However the policy also says the Council should take account of the applicant’s behaviour since the rent arrears were incurred. This can include regular payments of rent and other bills with another housing provider.
The Council did not consider Mr X’s conduct in supported housing despite his representatives providing it with this information. We have recommended the Council carry out a review of its decision and it has now reinstated Mr X’s application. This action is in line with our Guidance on Remedies and there is nothing further we can achieve.
Final decision
We will not investigate Mr X’s complaint because the Council has agreed to reinstate his housing application and there is nothing further we can achieve.
Investigator's decision on behalf of the Ombudsman