Overview
A complaint was referred to us from a Member of the Scottish Parliament (the MSP) on behalf of his constituents (Mr and Mrs C) about the way their application for special case consideration for housing transfer had been handled by North Lanarkshire Council (the Council).
Specific complaints and conclusions
The complaints which have been investigated are that the Council:
- (a) lost an earlier transfer application from Mr and Mrs C (no finding);
- (b) delayed unduly in putting Mr and Mrs C's request for special case consideration before the appropriate committee (upheld);
- (c) made an inappropriate offer of re-housing after Mr and Mrs C were granted special case consideration (not upheld); and
- (d) unfairly removed their special case status for refusing that offer (not upheld)
Redress and recommendations
The Ombudsman recommended that the Council:
- (i) apologise to Mr and Mrs C for the delay identified in paragraph 33; and
- (ii) should take steps to review their record-keeping with regard to special case consideration to avoid recurrence.
The Council have accepted the recommendations and will act on them accordingly.