Summary: We will not exercise discretion to investigate this complaint about the Council’s assessment of a homelessness application and provision of interim accommodation. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Ms X could not have complained to us sooner.

The complaint

1. Ms X complained about the Council’s assessment of her homelessness application in February 2023. She says the Council delayed responding and failed to provide suitable interim accommodation for her from the period. She was subsequently placed in several hotels from April to June until she received her current accommodation.

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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 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 the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms X says the Council failed to process her homelessness application within a reasonable time in February 2023. She was then placed in interim accommodation in different hotels which she says was unsuitable. Miss X complained to the Council in August 2024 and to us in January 2025.
6. The complaint concerns matters which took place before the normal 12-month time period for receiving complaints. The time for receiving complaints is from when someone became aware of the matter they wish 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 have seen no evidence to suggest that Ms X could not have complained to us sooner.

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Final decision

7. We will not exercise discretion to investigate this complaint about the Council’s assessment of a homelessness application and provision of interim accommodation. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Ms X could not have complained to us sooner.

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Investigator's decision on behalf of the Ombudsman