London Borough of Hounslow (25 002 700)
Category : Housing > Private housing
Decision : Closed after initial enquiries
Decision date : 29 Apr 2026
The Ombudsman's final decision:
Summary: We will not investigate Ms X’s complaint about the advice the Council gave her tenants when she gave them an eviction notice. This is because the complaint is late and there is no good reason to investigate now.
The complaint
- Ms X is a landlord. She complains that after she issued an eviction notice, the Council advised the tenants to remain in the property until bailiffs arrived. She says this caused significant financial strain and she wants compensation.
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 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)
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Ms X is a landlord. She complained to the Council that after she issued an eviction notice the Council advised the tenants to remain in the property until bailiffs arrived.
- The Council responded in February 2024. Ms X did not receive the Councils response and did not chase the Council for 17 months. Ms X did not complaint to the Ombudsman until May 2025. From the evidence I have seen there is no good reason why Ms X could not have brought the issue to the Ombudsman sooner, ad we will not investigate now.
- Ms X is seeking significant financial compensation. The Ombudsman has no powers to enforce compensation. As a private landlord, Ms X can go to the courts to recover any unpaid rent and costs due from her ex-tenants. The Council has no legal duty to cover Ms X’s financial losses.
Final decision
- We will not investigate Ms X’s complaint because it is late and there is no good reason why it could not have been brought to us sooner.
Investigator's decision on behalf of the Ombudsman