London Borough of Lambeth (25 023 299)
Category : Housing > Allocations
Decision : Closed after initial enquiries
Decision date : 14 May 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about how the Council considered Mrs X’s housing priority as well as reports of repair. This is because the complaint is late and there are no good reasons to exercise discretion to consider it now.
The complaint
- Mrs X complained about the Council’s handling of her housing priority as well as reports of repairs. Mrs X said this caused her distress.
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
- In January 2024, Mrs X complained to the Council about its decision on her housing priority, as well as issues relating to repairs. In April 2024, the Council issued its final response, setting out its findings and advising her of her right to approach the Ombudsman if she remained dissatisfied. Mrs X subsequently brought her complaint to the Ombudsman in January 2026.
- 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 I have not seen any evidence of good reasons why any of these issues were not raised within 12 months of the concern arising.
Final decision
- We will not investigate Mrs X’s complaint because it was a late complaint and there are no good reasons to exercise discretion to consider it now.
Investigator's decision on behalf of the Ombudsman