London Borough of Lewisham (25 009 490)
Category : Housing > Allocations
Decision : Closed after initial enquiries
Decision date : 07 Apr 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s decision to end its housing duty for Miss X. This is because it is a late complaint and we will not exercise discretion to consider it because Miss X has not provided any good reasons why it could not have been brought to us sooner.
The complaint
- Miss X complained that the Council’s decision to end its housing duty led to here being relocated to an area she has no ties to. Miss X said this has worsened her daughter’s health. Miss X wants to be relocated.
The Ombudsman’s role and powers
- The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
- 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)
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Miss X complained that the Council, in 2021, ended its housing duty towards her. This led to her being relocated to a different area in 2023. Miss X is seeking to return to her previous area.
- 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.
- I will not be investigating this complaint as it is a late complaint, and it was reasonable to expect Miss X to have raised It sooner, and certainly within 12 months.
Final decision
- We will not investigate Miss X’s complaint because she has known about the matter for over 12 months, therefore it is a late complaint, and I have not seen any good reason to exercise discretion to consider it now.
Investigator's decision on behalf of the Ombudsman