The Ombudsman's final decision
Summary: We will not exercise discretion to investigate this complaint about the Council’s processing of a Home Repairs grant application in 2023. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mrs X could not have complained to us sooner.
The complaint
Mrs X complained about the Council’s delay in processing her grant application for work to her privately-owned home which she says she submitted in 2023. She says there have been numerous delays and problems with assessing the works needed and appointing a contractor.
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’s response.
I considered the Ombudsman’s Assessment Code.
My assessment
Mrs X says she had faced delays and inconsistency in the Council’s handling of her grant application. She says she submitted it in 2023 and that it still has not been finalised due to issues with contractors and poor administration by the Council.
We will not investigate this complaint which was received outside the normal 12-month period. There is no evidence to suggest that Mrs X could not have complained to us sooner.
The time for receiving complaints is from when someone became aware of the matter they wished to complain about, not when they complained to the Council or it issued its final response. We would expect someone to complain to us within a year, even if they were dissatisfied with the time the complaints procedure was taking.
Final decision
We will not exercise discretion to investigate this complaint about the Council’s processing of a Home Repairs grant application in 2023. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mrs X could not have complained to us sooner.
Investigator's decision on behalf of the Ombudsman