Royal Borough of Kingston upon Thames (22 015 851)
Category : Housing > Homelessness
Decision : Closed after initial enquiries
Decision date : 05 Apr 2023
The Ombudsman's final decision:
Summary: We will not exercise discretion to investigate this complaint about hostel accommodation which Miss X occupied during 2019 and 2020. 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
- Miss X complained about the hostel accommodation she was housed in as temporary accommodation in 2019 and 2020. She says the hostel suffered from disrepair and she was concerned about her safety from other residents.
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 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 the information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Miss X says she was placed in hostel accommodation in 2019 and that the housing was unsuitable because of the behaviour of other residents which made her fear for her and her daughter’s safety. She also says locks were often broken and facilities were in disrepair. She says the experience left her traumatised and affected her mental health.
- Miss X formally complained to the Council in 2020 and it considered the complaint at Stage 1 in August. She escalated the complaint to Stage 2 in September and the Council closed the complaint with a referral to us in the closure letter. Miss X did not complain to us until February 2023, which is outside the normal 12-month time period for receiving complaints. I have seen no evidence to suggest that Miss X could not have complained to us sooner.
Final decision
- We will not exercise discretion to investigate this complaint about hostel accommodation which Miss X occupied during 2019 and 2020. 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.
Investigator's decision on behalf of the Ombudsman