Overview
The complainant (Mrs C) raised a number of concerns regarding Communities Scotland (the Grant Provider)'s handling of her application for a Rural Home Ownership Grant (RHOG). Mrs C complained that the Grant Provider and their local agents, failed to follow the correct procedures when processing her application and that communication from the two agencies was poor.
Specific complaints and conclusions
The complaints which have been investigated are that:
(a) the Grant Provider failed to follow their own guidelines when considering Mrs C's RHOG application (upheld); and
(b) communication from the Grant Provider was poor (upheld).
Redress and recommendations
The Ombudsman recommends that the Scottish Government Housing and Regeneration Directorate:
(i) ensure that their agents fully understand their responsibilities with regard to RHOG applications, in particular by ensuring that all applications meet the required criteria and are fully completed prior to submission;
(ii) produce clear guidelines for their agents on presenting a case for consideration of applications with special circumstances;
(iii) require all RHOG applicants to have read and agreed their complete application before signing;
(iv) review Mrs C's case to identify any areas where communication between themselves and the Agent could have been improved; and
(v) formally apologise to Mrs C for the confusion and delay surrounding her RHOG application.
The Scottish Government Housing and Regeneration Directorate have accepted the recommendations and will act upon them accordingly.