Overview
The complainant (Mrs C) raised a number of concerns regarding the service provided to her by Perth and Kinross Council (the Council). These included: data protection issues; the Council's arrangements to uplift and store her personal belongings on her being made homeless; and the way in which the Council dealt with her mainstream housing application. Mrs C was advised to progress any concerns relating to the use of her personal data through the Information Commissioner's Office. The issues in relation to the storage of her goods and her housing application have been investigated by the Ombudsman.
Specific complains and conclusions
The complaints which have been investigated are that:
- (a) the Council's arrangements to take Mrs C's personal belongings into storage when she was made homeless were inadequate (upheld); and
- (b) there were failings in the Council's administration of Mrs C's mainstream housing application and the assessment of rent arrears (not upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) advise him of the measures introduced as a result of their review of all homeless processes to ensure that a similar occurrence does not happen in future;
- (ii) share this investigation report with their insurers, so that they may reconsider if any liability attaches to the Council for the loss of Mrs C's property; and
- (iii) apologise to Mrs C for the poor service experienced, which led to the loss of her belongings.