London Borough of Hammersmith & Fulham (25 010 027)
Category : Housing > Managing council tenancies
Decision : Closed after initial enquiries
Decision date : 16 Dec 2025
The Ombudsman's final decision:
Summary: We cannot investigate Mr X’s complaint about the Council’s actions as registered social landlord and, in any case, the Housing Ombudsman Service has already adjudicated on his complaints.
The complaint
- Mr X complained his housing was unsuitable for his medical needs whilst maintenance works were ongoing between April 2024 and July 2025, and the Council failed to provide any meaningful support. He also complained about an unannounced visit in November 2024. Mr X says the Council’s failings significantly affected his physical and mental health.
The Ombudsman’s role and powers
- The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
- We cannot investigate complaints about the provision or management of social housing by a council acting as a registered social housing provider. (Local Government Act 1974, paragraph 5A schedule 5, as amended)
How I considered this complaint
- I considered information provided by Mr X.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X is a Council tenant. His complaint relates to a lack of support by the Council and a failure to properly consider his request for rehousing whilst maintenance works were being carried out by the Council to the building in which he lives. He also complained about an unannounced visit by Council officers in November 2024. In relation to both of those matters, the Council was acting in its capacity as a registered social landlord.
- The law says we cannot investigate complaints about councils when they are acting in their capacity as a registered social landlord. Therefore, we cannot consider this complaint further. In addition, from the documents Mr X provided with his complaint, I note the Housing Ombudsman Service (HOS) has already investigated both complaints and adjudicated upon them.
Final decision
- We cannot investigate Mr X’s complaint because the Council was acting in its capacity as registered social landlord, which is outside the scope of our scheme.
Investigator's decision on behalf of the Ombudsman