Summary: We will not exercise discretion to investigate this complaint about the Council’s failure to take action over van dwellers occupying public land. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner.

The complaint

1. Mr X says the Council has taken little action to prevent occupiers of vans and caravans living on the streets and in public space areas. He says there are many derelict and abandoned caravans, some of which have suffered fires causing risk to the public. He also says the occupiers have used the park land as a toilet and anti-social behaviour is common which prevents residents from using these areas. He wants the Council to use highways and environmental health powers to remove the dwellers and clean up the sites.

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The Ombudsman’s role and powers

2. 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

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

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My assessment

5. Mr X says the Council has failed to deal with complaints about van dwellers on streets and public spaces in his area. He says that despite a petition by over 8,000 residents about the matter it continues to get worse.
6. We will not investigate this complaint which was received outside the normal 12-month period for investigating. Mr X made a complaint to the Council in April 2023 and this was completed in 2024 but he did not complain to us until November 2025. I have seen no evidence to suggest that Mr X could not have complained to us sooner.
7. 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.

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Final decision

8. We will not exercise discretion to investigate this complaint about the Council’s failure to take action over van dwellers occupying public land. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner.

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Investigator's decision on behalf of the Ombudsman