Summary: We will not investigate this complaint about the Council’s actions relating to a housing adaptation. This is because it is a late complaint and there are no good reasons to exercise discretion to consider it now.

The complaint

1. Mr X complains the Council failed to properly fit an adaptation to his bathroom. He says because of the Council’s actions, there has been damage caused to his property.

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
3. 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)

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How I considered this complaint

4. I considered information provided by the complainant and I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X complained the Council failed to ensure its contractors had properly installed a shower tray as part of an adaptation to his bathroom. He said because of the poor installation, there is now damage to his property.
6. Mr X was aware of this issue in early 2025 and the Council provided an initial response to his queries in July 2025. Mr X did not complain to us until August 2026.
7. I will not investigate this complaint because it is late. Mr X told the Council that because of his daughter’s care needs, he was unable to have raised a complaint to the Council until early 2026. However, I am not satisfied these are sufficient good reasons to set aside the law I have referred to in paragraph three and exercise discretion to investigate his complaint.

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Final decision

8. We will not investigate Mr X’s complaint because it is late and there are no good reasons to exercise discretion to consider it now.

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Investigator's decision on behalf of the Ombudsman