Royal Borough of Kingston upon Thames (25 015 405)
Category : Benefits and tax > Housing benefit and council tax benefit
Decision : Closed after initial enquiries
Decision date : 10 Feb 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about how the Council’s housing benefit department dealt with Mr X’s reasonable adjustments. This is because the complaint is late. We cannot investigate Mr X’s complaint about the Council’s rent arrears communication as this is a matter for the Housing Ombudsman.
The complaint
- Mr X complains the Council did not properly consider his reasonable adjustments because it closed its public counter and refused face to face meetings in 2019. He says as a result he is in council tax and rent arrears.
- Mr X complains the Council’s rent arrears department failed to take account of his requested reasonable adjustments.
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).
- 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).
How I considered this complaint
- I considered information provided by the complainant and the Council. I also considered the Ombudsman’s Assessment Code.
My assessment
- Mr X complained to the Council in October 2024 regarding the matters in paragraph 1 and 2.
- The Council replied its benefits department did not expect him to phone, and it had not called him. It said it could make an appointment for a face-to-face meeting.
- We will not investigate Mr X’s complaint as it is late because he was aware of the matter in 2019. There are no good reasons for his late complaint.
- We cannot investigate Mr X’s complaint regarding rent arrears as that is a matter for the Housing Ombudsman.
Final decision
- We will not investigate Mr X’s complaint because it is late. Mr X can complain to the Housing Ombudsman regarding rent arrears.
Investigator's decision on behalf of the Ombudsman