Summary: We will not investigate this complaint about the Councils’ failure to provide permanent housing to Ms X who says she has been in temporary accommodation which is unsuitable since 2018. We will not consider her complaints about previous years in temporary accommodation because these events are outside the normal 12-month period for receiving complaints. It is reasonable for Ms X to ask the Council for a review of suitability for her current accommodation.

The complaint

1. Ms X complained about the Council placing her in temporary accommodation since 2018. She says different accommodation she has been in has been unsuitable for her family and in early 2025 her landlord served notice to recover his property. She wants the Council to offer her permanent social housing.

Back to top

The Ombudsman’s role and powers

2. 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 or appeal.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

3. 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)

Back to top

How I considered this complaint

4. I considered information provided by the complainant and the Council’s response.
5. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

6. Ms X says she has been placed in temporary accommodation which has been unsuitable for various reasons since 2018. She says her current accommodation suffers from poor hot water pressure and repeated ant infestations. Her landlord has now served notice to recover the property. The Council says it is satisfied the repair issues reported have been resolved but it has placed Ms X on a transfer list for alternative temporary accommodation because of the possession notice.
7. Ms X could ask the Council to carry out a suitability review under s.202 of the Housing 1996 as she could have from 2018 at her past locations. If she requests a review and it is unsuccessful she would have further rights of appeal to the courts. If the review is upheld and the Council fails to find alternative accommodation she could make a further complaint to us.

Back to top

Final decision

8. We will not investigate this complaint about the Councils’ failure to provide permanent housing to Ms X who says she has been in temporary accommodation which is unsuitable since 2018. We will not consider her complaints about previous years in temporary accommodation because these events are outside the normal 12-month period for receiving complaints. It is reasonable for Ms X to ask the Council for a review of suitability for her current accommodation.

Back to top

Investigator's decision on behalf of the Ombudsman