The Ombudsman's final decision
Summary: Miss C says the Council wrongly removed her eligibility to bid on one-bedroom properties, delayed changing her eligibility following a medical assessment and gave her conflicting information. The Council has offered a satisfactory remedy and there is no need for the Ombudsman to investigate further.
The complaint
The complainant, whom I shall refer to as Miss C, complained the Council: removed her eligibility to bid on one-bedroom properties at the end of 2022 without explanation; removed one of her priority stars without explanation; delayed changing her eligibility following a medical assessment; gave her conflicting information; and failed to respond to her emails.
Miss C says the Council’s actions affected her mental health.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
As part of the investigation, I have considered: the complaint and Miss C's comments; the Council’s proposal for remedy of the complaint.
Miss C and the organisation had an opportunity to comment on my draft decision. I considered any comments received before making a final decision.
What I found
Miss C was registered on the Council’s housing register. In August 2023 the Council reviewed the application on medical grounds and decided Miss C should be eligible to bid on one-bedroom properties. The Council amended the application to allow Miss C to do that in November 2023. The Council accepted it had delayed amending Miss C’s application and apologised.
Since then Miss C has successfully bid on a property and moved in. The Council has made an offer to remedy the complaint, which Miss C has accepted. I set out the remedy the Council has offered in paragraph 8. As the Council has offered a suitable remedy for the complaint there is no need for the Ombudsman to investigate further.
Agreed action
Within one month of my decision the Council should: apologise to Miss C for the frustration and distress she experienced due to delays handling her case; pay Miss C £900; and remind housing officers of the need to make decisions and check the bed need of customers before a case is concluded.
Final decision
I have ended my investigation and uphold Miss C’s complaint. The Council has taken action which has resolved the outstanding issue and no further action by the Ombudsman is needed.
Investigator's decision on behalf of the Ombudsman