Complaining to the ombudsman

This content applies to England only.

Housing laws vary between England and Scotland. Get advice relating to Scotland

If you think the council didn't follow the correct procedure or acted unfairly when it assessed your homelessness application, you may be able to complain to the local government ombudsman.

What can the ombudsman do?

The ombudsman can investigate complaints of maladministration by the council. It can look into the way the council processed your homelessness application to make sure that it acted fairly and followed the correct procedures.

After the ombudsman has completed its investigations it can recommend that the council pays compensation or takes action to put things right. Councils are not legally obliged to comply with ombudsman recommendations but they usually do so. In some cases, they may even offer to put the situation right before the ombudsman has finished investigating your complaint.

What type of complaints can the ombudsman deal with?

Examples of when you can make a complaint to the local government ombudsman include situations where:

there were long delays in the council coming to a decision
the council discriminated against you when it made its decision
you were given bad or misleading advice by the council.

In most cases, you have to ask the council to review its decision before you can ask the ombudsman to investigate. You have to complain to the ombudsman within 12 months of receiving written confirmation of the review decision.

You can't normally complain to the ombudsman if you have already appealed against the council's decision in the county court.

How do I complain to the ombudsman?

The Local Government Ombudsman produces a free complaint form and leaflet on how to complain. You have to complain in writing and should include copies of any evidence (such as letters from the council) that supports your complaint. If you need help with the forms, use our directory to find a Shelter advice centre, Citizens Advice or other advice agency in your area.

Will I need help?

If you want to complain to the ombudsman, get advice first. Complaints can take a long time and are not likely to solve your immediate housing problems. A housing adviser can: