London Borough of Richmond upon Thames (25 017 048)
Category : Housing > Allocations
Decision : Closed after initial enquiries
Decision date : 17 Jun 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about Ms X’s housing. This is because the complaint is late.
The complaint
- Ms X complained that when the Council allocated her a property, it failed to properly consider the size and suitability. Ms X said as a result she has been living in unsuitable accommodation for more than five years.
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 twelve 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
- Several years ago the Council made Ms X an allocation of a two-bedroom property.
- Ms X was unhappy with the allocation as she said it was unsuitable for several reasons, including that she could not fit a single bed in the second bedroom. Ms X therefore did not agree it was a two-bedroom property.
- Ms X spent several years asking the Council to measure the property and reconsider its suitability. However Ms X did not make a complaint to the Ombudsman about the suitability of the property until five years later.
- Ms X could have complained to us sooner about the issues with the property she was allocated and there are no good reasons she did not. Therefore we will not investigate this complaint as it is late.
Final decision
- We will not investigate Ms X’s complaint because it is late and no good reasons have been provided for not complaining to us sooner.
Investigator's decision on behalf of the Ombudsman