The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s delay in assessing Mr X’s housing banding. This is because the Council has upheld the complaint and provided an appropriate remedy. Further investigation would not be proportionate.
The complaint
Mr X complained the Council delayed assessing his housing application. He says he and social workers had to chase several times before being awarded a higher banding.
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: we could not add to any previous investigation by the organisation, or investigation would not lead to a different outcome.
(Local Government Act 1974, section 24A(6), as amended, section 34(B)) If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and 34H(i), as amended)
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
We usually expect councils to process a housing application within eight weeks and for priority awards to be processed without undue delay. Mr X submitted his initial homeless housing application in August 2022, so it should have been assessed by October 2022. The Council did not assess and inform Mr X of the outcome of his assessment until October 2023.
The Council investigated Mr X’s complaint and admitted fault. The Council has apologised, awarded Mr X a priority date of June 2017, and provided Mr X a £200 payment for the time and trouble pursuing the matter. The Council also analysed historical bids and confirmed no applicant in the same, or lower, priority banding has been successful in bidding for the properties Mr X is eligible for since October 2022. Therefore, Mr X has not missed out on an offer of permanent accommodation because of the Council’s delay.
I will not investigate this complaint because the Council has appropriately remedied the injustice caused. The Council has also reminded staff of the timescales for responding to correspondence as outlined in its customer promise. The Council’s payment is in line with what the Ombudsman would recommend. An investigation would not lead to any further recommendations.
Final decision
We will not investigate Mr X’s complaint because the Council has upheld the complaint and provided an appropriate remedy. Further investigation would not be proportionate.
Investigator's decision on behalf of the Ombudsman