Summary: We will not investigate Ms X’s complaint about the Council’s delay in completing an investigation report in relation to a flooding incident in her home. This is because the matter Ms X complains of is more 12 months old. There are no good reasons why she did not complain sooner.

The complaint

1. Ms X complained the Council delayed completing an investigation report about a flooding incident which occurred in her home in June 2016. She said as there is no written confirmation of what caused the flooding in her home, it has affected the sale of her house. She wants the Council to apologise to her and provide her a financial remedy for the injustice caused.

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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/care provider 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 Ms X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. In mid-2016, Ms X’s home was affected by flooding. In 2017, the Council advised Ms X that it had started an investigation into the incident. In mid-2019, the Council wrote to Ms X and provided her with an update on its investigation. It said it was working towards completing the investigation and producing a report by early 2020.
6. In mid-2024, Ms X put up her house for sale and realised the Council had not provided her with its investigation report. Towards the end of 2024, Ms X asked the Council for an update. Ms X said the Council told her the report had been left incomplete since 2019, however, the Council was now in the process of completing it.
7. In early 2025, Ms X complained to the Council about its delay in completing the report. She said it had negatively affected her house sale. The Council responded to Ms X and said in line with its complaints policy, it would not investigate her complaint as the matter she complained of was more than 12 months old. It told Ms X it was now in the process of concluding the report.
8. We will not investigate Ms X’s complaint because it is late and there are no good reasons why she did not complain sooner.

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Final decision

9. We will not investigate Ms X’s complaint because it is late and there are no good reasons why she did not complain sooner.

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Investigator's decision on behalf of the Ombudsman