The Ombudsman's final decision
Summary: We will not investigate this late complaint about the Council’s involvement in Ms X’s alleged illegal eviction in 2022. There is not a good reason for the delay in her bringing the matter to the Ombudsman.
The complaint
Ms X complained the Council covered up fraud by a letting agent when she was illegally evicted. She said the matter caused her homelessness, financial hardship and significant distress. She wanted the Council to pay her a financial remedy, provide permanent accommodation and a wellbeing plan.
The Ombudsman’s role and powers
We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X complained to the Council in 2023 about her concern she had been illegally evicted from her temporary accommodation in 2022. She claimed the Council and the managing agent had trespassed and were guilty of burglary.
The Council replied to Ms X’s complaint and issued a final complaint response in June 2023. It signposted her to the Ombudsman. Ms X made a subject access request and the complained to us in February 2025.
The law says people must complain to us within 12 months of becoming aware of the matter. We do not require complainants to gather information before they bring complaints to us. Had we decided at the time to investigate the complaint, we could have gathered the necessary information. There is not a good reason for the delay in Ms X bringing her complaint to the Ombudsman and we will not consider it now.
Final decision
We will not investigate Ms X’s late complaint because there is not a good reason for the delay in her bringing the matter to the ombudsman.
Investigator's decision on behalf of the Ombudsman