London Borough of Hounslow (25 004 580)
Category : Housing > Homelessness
Decision : Closed after initial enquiries
Decision date : 16 Sep 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s decision on a homelessness application. It was reasonable for Ms X to use the review/appeal procedure under the homelessness legislation to challenge the Council’s decision.
The complaint
- Ms X complained about the Council’s decision that she is not homeless following her application. She says that the Council has failed to properly apply the Housing Act 1996 legislation and safeguarding legislation related to her child. She wants the Council to change its decision and accept her as being homeless and requiring temporary accommodation.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service but must use public money carefully. We do not start or continue an investigation if we decide it would be reasonable for the person to ask for a council review. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered the information provided by the complainant and the Council’s response.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Ms X says the Council decided in April 2025 to end its homelessness duty to her because it considers that she is not homeless and it has no duty to provide her with accommodation.
- Ms X submitted a review request under s.202 of the Housing Act 1996 to the Council and it advised her that she would receive the outcome within 8 weeks. She then complained to us.
- We will not investigate this compalint because it was reasonable for Ms X to use the review/appeal rights which are provided by the legislation. If the outcome is unchanged Ms X will have a right to challenge the decision by way of an appeal to the County Court.
Final decision
- We will not investigate this complaint about the Council’s decision on a homelessness application. It was reasonable for Ms X to use the review/appeal procedure under the homelessness legislation to challenge the Council’s decision.
Investigator's decision on behalf of the Ombudsman