Complaint about council + LGSCO
If the council commits procedural breaches (gatekeeping, delays, no PHP, B&B over 6 weeks), the route is via formal complaint (Stage 1 → Stage 2 council) → LGSCO (Local Government & Social Care Ombudsman). This is separate from s.202 review (which is for substantive decisions). LGSCO awards real money: £100-200/week for unlawful B&B.
What LGSCO investigates
- Gatekeeping — refusing to take the application without good reason
- Failure to issue PHP or generic / never reviewed PHP
- Delays in s.184 inquiries / decisions / move-on
- Unsuitable temporary accommodation — B&B for families over 6 weeks, severe disrepair, far-out-of-borough without proper assessment
- Failure to provide s.188 interim accommodation when there's reason to believe priority need
- Failure to notify of review rights s.202
- Failure to consider accommodation pending review (Mohammed test)
- DA cases mishandled
- Officer conduct, lost paperwork, poor communication
- Substantive decisions (priority need / intentional / suitability) — this is s.202 review (21 days) → s.204 County Court (21 days)
- Anything where there's a current right of court appeal / judicial review
- Allocations scheme decisions — internal review only
Process: Stage 1 → Stage 2 → LGSCO
NOT the housing officer's manager — official complaints address. Usually complaints@[council].gov.uk. Use the generator above. Council must respond within their published timescale (usually 10-20 working days).
In writing: «I escalate this complaint to Stage 2. The Stage 1 response failed to address [list specific issues]. I require a fresh investigation by a different senior officer.»
After exhausting council process. Assessment 4-6 weeks. Investigation 13-26 weeks. Decision categories: faulted / no fault / settled / discontinued. Remedies: apology, financial £100-£10000+, service improvements.
LGSCO compensation — typical amounts
From LGSCO Guidance on Remedies and Focus Report on Temporary Accommodation (May 2023):
Real LGSCO decisions (to cite)
Closed 216 of 326 cases over 6 months via excessive document demands (5-year address history, bank statements). Council ordered to contact every closed applicant + reform triage + retrain staff. Main evidence against gatekeeping.
Family in B&B ~10 months over 6-week limit. No PHP review. Failed to inform of review rights. Remedy: £1,300 distress + £150/month for the period of unlawful B&B.
Failure to take homelessness application + interim accommodation. Remedy: £3,588 for rent shortfall + £500 distress.
What works / doesn't work
Frequently asked questions
What's the difference between a complaint and s.202 review?
Review s.202 — challenges the substantive decision (priority need / intentional / suitability). Complaint + LGSCO — challenges the PROCESS (gatekeeping, delays, no PHP, B&B over 6 weeks). LGSCO doesn't reconsider substantive decisions — for those, use s.202 / s.204.
When to go to LGSCO?
After exhausting the council's corporate complaints procedure (Stage 1 + Stage 2). Usually 12 months from the date you became aware of the issue, but LGSCO has discretion to extend.
What compensation?
LGSCO Guidance on Remedies: £100-200 per WEEK of unlawful B&B over 6 weeks (Suitability Order 2003), £150-500 for PHP failures, £100-2000+ for distress + time/trouble, plus quantifiable losses (rent shortfall, transport, food).
Council not responding to Stage 1 — what now?
If their published timescale (usually 20 working days) has passed, escalate to Stage 2 in writing noting the delay. If Stage 2 also fails to respond, go to LGSCO citing exhausted council process.