How to complain about a council and the Ombudsman

Name: Next Step Rooms
Address: GB

Quick answer: Use the council's complaints process first. If you are not satisfied or it takes too long, you can go to the Ombudsman, which is free.

If the council has been slow, lost paperwork, given wrong information or not followed its own process, you can complain. A complaint is different from asking for a review of a homelessness decision, which has its own short deadline.

Key points

Start with the council's own complaints procedure (on its website).
You can go to the Local Government and Social Care Ombudsman once you have been through all stages of the council's process and are still unhappy, or if the council has not responded in a reasonable time, which is usually up to 16 weeks.
The Ombudsman normally cannot look at a complaint if more than 12 months have passed since you first knew about the problem.
The Ombudsman is free, but it usually cannot investigate if another process, such as a court, tribunal or review, is better placed to fix the problem, or if you are already taking legal action.
A complaint does not stop the clock on a 21-day review. If you disagree with a homelessness decision, ask for a review in time as well.

Steps

Write down what happened, with dates, names and reference numbers. Use our contact log.
Send your complaint in writing to the council's complaints team. Our complaint letter template can help.
Ask for a reply in writing and how long it will take.
If you are still unhappy, contact the Ombudsman.
Get advice from Shelter or Citizens Advice if the problem is urgent. A complaint is not a quick way to get housed.

Limits of this guide

General information for England. The Ombudsman's own guidance says what it can and cannot look at.

Questions people ask

Is a complaint the same as a review?

No. A review challenges a homelessness decision and usually has a 21-day limit. A complaint is about how you were treated or how the council handled your case.

Sources and official help

This guide is general information, not legal or benefits advice. Rules and amounts change, so check the official links above or speak to Citizens Advice or your council before you make a decision.