Overview
Ms C complained about Falkirk Council (the Council)'s handling of her application for housing benefit. She applied in March 2006 and said she did not receive a determination until October 2006. She felt there was excessive delay and was also concerned about an internal email which she said contained inappropriate comments. In addition, she complained that she had received an eviction notice on the grounds of outstanding rent arrears, when the Council were still processing her housing benefit application. Ms C was in Council rented accommodation at the time.
Specific complaint and conclusion
The complaints which have been investigated are that the Council:
- (a) mishandled Ms C's application for housing benefit (upheld);
- (b) failed to ensure she was not sent a notice concerning eviction proceedings[1] (upheld); and
- (c) had allowed inappropriate email correspondence referring to Ms C (not upheld).
Redress and recommendations
The Ombudsman recommends that the Council review their Rents System to consider whether they could introduce a process of monitoring manual holds on accounts.
The Council has accepted the recommendation and will act on it accordingly.
[1] This was not an eviction notice but a notice for recovery and possession which is an essential preliminary to eviction proceedings.