The Ombudsman's final decision
Summary: We cannot investigate Ms X’s complaint because it relates to the Council’s actions as registered social landlord, which is outside our remit.
The complaint
Ms X complained the Council illegally entered her home and removed items, which it destroyed. She says this included items of sentimental value belonging to a relative, who has died. She says it failed to protect her as a vulnerable resident.
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 Ms X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X complained the Council entered her property illegally in January 2025. In its complaint response, the Council said it had: provided appropriate notice, in line with its process, which included advice to put to one side any items of value; and it had arranged temporary accommodation for Ms X whilst her permanent property underwent an environmental clean.
From the information seen, it appears the Council was acting as registered social landlord addressing tenancy issues. We cannot investigate complaints about councils acting as registered social landlords as these are out of our remit.
Final decision
We have no power to investigate Ms X’s complaint about the Council acting as registered social landlord.
Investigator's decision on behalf of the Ombudsman