Council revises procedures for housing transfer requests following intervention by the Ombudsman

Background

A woman was turned down for a housing transfer by Laois County Council. The woman had sought a transfer following serious social problems and a fire in her Council accommodation. The Council had turned down her request on the grounds that all transfers had been suspended due to financial constraints except in ‘exceptional medical or social circumstances’.

Examination

It is one of the principles of good public administration that reasons for decisions which affect individuals are documented and the rationale for the decision explained to the individual. Following an examination of the Council’s documentation on the case I was concerned about the manner in which the Council had dealt with the application for a transfer. There appeared to be no evidence in the Council’s files to show that it had considered the application to see if exceptional medical or social circumstances applied, and it seemed that the Council’s assessment of the application was not properly documented.

I asked the Council to review its procedures and to invite the complainant to formally apply for a transfer.

Outcome

Following receipt of the application and a further assessment, the Council placed the complainant on its Housing Transfer list and the woman accepted an offer of transfer. The Council also reviewed its administrative procedures relating to transfer requests. It said that:

• Formal written requests are now required from applicants. All applications are acknowledged and an assessment of the applicant’s circumstances is carried out.
• In order to strengthen its procedures the Council has recently introduced a database system to record applications received, processed, and the resultant decision. This database is now reviewed on a monthly basis.
• The Transfer Form will require the recommendation of the Senior Executive Officer in the absence of the Senior Social Worker, and the final signature of the Director of Services (Housing).

While it is regrettable that the original request was not properly documented I am pleased that the Council took steps to rectify its procedures. The revised procedures should deliver benefits to future transfer applicants.