Summary: We will not investigate this complaint about Ms X’s housing. This is because the complaint is in part late and the later issues have not yet been considered through the Council’s complaints procedure.

The complaint

1. Ms X complains the Council:
1. failed to properly support her and her children when she was at risk of domestic abuse in 2023 and 2024; and
2. has now housed her in unsuitable hostel accommodation where associates of the perpetrator live nearby.
2. Ms X said she and her children have been caused significant distress because of the Council’s actions. Ms X wants the Council to refer her to a specific domestic abuse housing association, or house her permanently outside of Wandsworth in another way. Ms X also seeks financial compensation.

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The Ombudsman’s role and powers

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)
4. The law says we cannot normally investigate a complaint unless we are satisfied the organisation knows about the complaint and has had an opportunity to investigate and reply. However, we may decide to investigate if we consider it would be unreasonable to notify the organisation of the complaint and give it an opportunity to investigate and reply. (Local Government Act 1974, section 26(5), section 34(B)6)

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How I considered this complaint

5. I considered information provided by Ms X and the Council.
6. I considered the Ombudsman’s Assessment Code.

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My assessment

Events in 2023-4

7. Ms X was rehoused by the Council into a housing association property – Property A - in early 2024. Ms X had asked to be moved due to risk of domestic abuse at her previous address. Ms X said despite accepting, she told the Council the new property was not safe.
8. Eleven months later, Ms X complained to the Housing Ombudsman because she said Property A was not suitable for her family’s needs and she was now at risk of domestic abuse again in the new property.
9. The Housing Ombudsman referred the complaint to the Council to investigate. There was a delay in the Council doing so. After investigating, it said it did not agree it was at fault for offering her the property, as records show she considered it to be a safe area at the time.
10. We usually expect people to complain to us within twelve months of the events complained about. Ms X complained to us in January 2026 about events in 2023-4. She would have been aware of the issues with Property A as early as January 2024 if the property was unsuitable. Even allowing for the delay on the Council’s part, I have seen no evidence she could not have complained earlier than she did and there are no good reasons to decide to investigate now.

Hostel accommodation

11. In the meantime, the Council arranged hostel accommodation for Ms X, which she says is unsuitable. We have not seen any final complaint response which shows that Ms X has raised her concerns about her current hostel accommodation with the Council.
12. The Council should have the chance to investigate and reply to this new complaint before the Ombudsman considers it. It is open to Ms X to complain to us again once she has a final complaint response on this issue.

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Final decision

13. We will not investigate Ms X’s complaint because part of it is premature and the other part is late.

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Investigator's decision on behalf of the Ombudsman