The Ombudsman's final decision
Summary: We will not investigate this complaint about damage to the complainant’s possessions while she was homeless. This because the problem has been resolved.
The complaint
The complainant, Ms X, says her belongings were lost or damaged while being stored by the Council while she was homeless.
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 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
I considered information provided by Ms X and the Council. I also considered our Assessment Code.
My assessment
The Council arranged storage of Ms X’s belongings while she was homeless. Some of the belongings were lost or damaged while in storage.
The Council has not accepted liability but has paid £2500 in recognition of the stress and inconvenience and some delayed responses.
Ms X accepted the offer and says the complaint is now resolved.
Final decision
We will not investigate this complaint because the Council has provided a satisfactory response and Ms X has received the payment.
Investigator's decision on behalf of the Ombudsman