Summary: We will not investigate Ms X’s complaint about the Council’s handling of her temporary accommodation over the last 18 years. This is because her complaint is late and there is no good reason to exercise discretion to consider it now.

The complaint

1. Ms X complains about the Council’s handling of her temporary accommodation over the last 18 years. She says the Council failed to respond to safeguarding incidents and repeated requests for help. She says the Council’s failures caused prolonged harm and distress.
2. Ms X wants an investigation into the Council’s safeguarding failures over the last 18 years. She also wants an explanation for its failures, an apology, financial compensation and assurance that lessons have been learned.

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The Ombudsman’s role and powers

3. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
4. 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

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

7. The events that Ms X complains about occurred between 2007 and 2022. This makes her complaint late. Miss X raised a similar complaint with the Council in 2022 where it addressed her concerns. It told her to complain to us if she was dissatisfied with its response. She did not complain to us at that time.
8. In 2024, the Council provided Miss X with permanent accommodation. In 2025 she made another complaint with the Council reiterating her concerns between 2007 and 2022. The Council refused the complaint because it was late.
9. I acknowledge the hardship Miss X has faced which may have made it more difficult for her to complain. However, I do not consider this provides a good enough reason for the delay in complaining to us. If she was dissatisfied with the Council’s actions then it was reasonable for her to complain at that time, particularly in 2022 once the Council signposted her to us. Therefore, I will not investigate her complaint.

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Final decision

10. We will not investigate Ms X’s complaint because it is late.

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Investigator's decision on behalf of the Ombudsman