The Ombudsman's final decision
Summary: We will not investigate Mrs Y’s complaint about the Council’s handling of her homelessness application in 2017 and its later decision to suspend her housing register application. This is because this complaint is late.
The complaint
Mrs Y complains, in 2017, the Council wrongly ended its housing duty owed towards her after deciding she was no longer homeless. Mrs Y complains the Council decided in 2019 to suspend her housing application based on this incorrect decision, which stopped her from bidding on social housing through its choice-based lettings system (Croydon Choice).
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.
I considered the Ombudsman’s Assessment Code.
My assessment
Mrs Y complains that, in June 2017, the Council wrongly discharged the housing duty owed towards her. This complaint is late as she did not complain to the Ombudsman until April 2025. This applies to Mrs Y’s complaint about the Council’s later decision in 2019 to suspend her housing register application. There are no good reasons for us to exercise discretion. Mrs Y, or the family member who has supported her, could have complained to us much sooner.
It is not proportionate for us to consider Mrs Y’s complaint about the Council’s complaint handling alone when we are not investigating the substantive part of the complaint.
Final decision
We will not investigate Mrs Y’s complaints because they are late.
Investigator's decision on behalf of the Ombudsman