Summary: We will not investigate Ms X’s complaint about the Council’s assessment of her housing application. The complaint is late and there are no good reasons to consider it now.

The complaint

1. Ms X complains the Council did not increase her priority on the housing register in its decisions of April and November 2023. She is also unhappy with delays in completing remedial work to address the damp and mould in her property.
2. Ms X also complains about matters related to her housing account. She says she is unable to view enough properties to bid regularly.

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The Ombudsman’s role and powers

3. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
4. 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)
5. We cannot investigate complaints about the provision or management of social housing by a council acting as a registered social housing provider. (Local Government Act 1974, paragraph 5A schedule 5, as amended)
6. The law says we cannot normally investigate a complaint unless we are satisfied the organisation knows about the complaint and has had an opportunity to investigate and reply. However, we may decide to investigate if we consider it would be unreasonable to notify the organisation of the complaint and give it an opportunity to investigate and reply. (Local Government Act 1974, section 26(5), section 34(B)6)

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How I considered this complaint

7. I considered information provided by Ms X and the Council.
8. I considered the Ombudsman’s Assessment Code.

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My assessment

9. Ms X complained to us in December 2024. Evidence shows she was aware of the Council’s refusal to change her priority as early as April 2023. I will not investigate this aspect of Ms X’s complaint because it is late. There are no good reasons why she could not have come to us within 12 months of becoming aware of the issue.
10. I have no jurisdiction to investigate any complaints about the Council’s actions regarding remedial work to Ms X’s property, as her social housing provider.
11. Ms X’s complaint about matters related to bidding on properties and her housing account is premature. It is reasonable to allow the Council an opportunity to investigate and respond first.

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Final decision

12. We will not investigate Ms X’s complaint because it is late with no good reason to exercise discretion.

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Investigator's decision on behalf of the Ombudsman