Onward Homes Limited (202102430)

REPORT

COMPLAINT 202102430

Onward Homes Limited

18 June 2021

Our approach

What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine whether a complaint comes within their jurisdiction. The Ombudsman seeks to resolve disputes wherever possible but cannot investigate complaints that fall outside of this. 

In deciding whether a complaint falls within their jurisdiction, the Ombudsman will carefully consider all the evidence provided by the parties and the circumstances of the case.

The complaint

1. The complaint concerns the assessment of the resident’s housing needs

Determination (jurisdictional decision)

2. When a complaint is brought to the Ombudsman, we must consider all the circumstances of the case as there are sometimes reasons why a complaint will not be investigated.
3. After carefully considering all the evidence, I have determined that the complaint, as set out above, is not within the Ombudsman’s jurisdiction.

Summary of events

4. The resident submitted a Propertypool application for a three bedroom property. The resident explained that she had caring responsibilities for her granddaughter whom she had become a foster carer for and as such, required a larger property to allow the child’s mother access.
5. The resident made an application for property which was rejected by one of the landlord’s who operate the Propertypool scheme. The resident complained  that the landlord had incorrectly assessed their housing needs. The landlord explained that their application had been assessed in accordance with the local authority’s allocation process, under which the resident was not considered eligible for the size of property they had applied for.
6. The complaint was then escalated to stage two of the complaints process and was considered by the Local Authority. The Local Authority provided a final response to the complaint on the 19 April 2021. In the response it explained that the resident’s application to Propertypool had been considered under its housing allocation policy. The Local Authority explained that they considered the decision to refuse the Propertypool application was correct on the basis that the property would be underoccupied. The Local Authority explained that, in accordance with its allocation policy, the resident was only eligible for a two bedroom property.

Reasons

7. Paragraph 39 (m) of the Housing Ombudsman Scheme states that:

The Ombudsman will not investigate complaints which, in the Ombudsman’s opinion: fall properly within the jurisdiction of another Ombudsman, regulator or complaint-handling body;

8. Following registration with the Propertypool service, the resident applied for a three bedroom property. When their application was rejected, they complained to the housing association who owned the property – the housing association is also involved in the operation of the Propertypool service.
9. The resident’s complaint was handled at stage one by the landlord whom she had applied to. The landlord explained that its assessment had been carried out in accordance with the policies which apply to the Propertypool service and the local authority.
10. When the resident escalated their complaint, it was transferred to the local authority for further consideration. The local authority explained that the assessment of the resident’s housing application had been carried out in accordance with its housing allocation policy.
11. The assessment of housing needs and application of a council’s housing allocation policy, concerns its actions as a local authority. Complaints about local authority’s and their assessment of housing needs are a matter for the Local Government and Social Care Ombudsman. Local Government and Social Care Ombudsman details are as follows: www.lgo.org.uk 0300 061 0614.
12. I am therefore satisfied that, in accordance with paragraph 39 (m) of the Scheme, this is not a complaint which the Ombudsman can investigate further.