The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s decision to remove Miss X from its housing register. The complaint lies outside our remit as it is late and there are no good reasons to consider it now.
The complaint
Miss X complains about the Council removing her from its housing register in 2024 when she accepted a property in the private sector. Miss X is unhappy with the condition of the property.
The Ombudsman’s role and powers
The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
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 responses to the complaint.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X complained to the Council about her new property that she moved in to in 2024. The Council responded promptly in 2024 explaining Miss X needed to inform the estate agency that managed her private sector tenancy.
In 2025 Miss X complained to the Council. She complained that she had lost eight years of waiting time on its housing register when she accepted her property.
The Council answered saying it had kept her informed at the time that, once she was adequately housed, in line with its Allocations Policy, she would be removed from the register.
We will not investigate Miss X’s complaint. It lies outside our jurisdiction because it is late. The law says a complaint should be made to us within 12 months of the person first becoming aware of the matter. Miss X complained to us in December 2025, and I see no good reasons to exercise discretion to consider this late complaint now. Miss X could have raised her complaint to us sooner.
Final decision
We will not investigate Miss X’s complaint. It lies outside our jurisdiction because it is late and I see no good reasons to exercise discretion to consider it now.
Investigator's decision on behalf of the Ombudsman