Onward Homes Limited · Case 202402381 · 21 November 2025
Onward Homes Limited — case 202402381
The resident complained that the allocated 1-bedroom bungalow was unsuitable for her needs and that the landlord gave incorrect information during the application process. The Ombudsman determined the complaint about property allocation is outside its jurisdiction because allocations are made through partner local authority schemes, so the matter may be brought to the Local Government and Social Care Ombudsman.
Findings by complaint head
Summarised automatically from the decision below. The Ombudsman's decision text is the authoritative record.
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Allocation of a property suitable for the resident's needs
Outside jurisdictionThe complaint falls outside the Ombudsman's jurisdiction as allocations are made through partner local authority schemes using each local authority's allocation policy; any complaint may be brought to the Local Government and Social Care Ombudsman.
The full determination
Decision Case ID 202402381 Decision type Jurisdiction Landlord Onward Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 21 November 2025 Background The resident moved into a 1-bedroom bungalow owned by the landlord. The tenancy agreement ran from 22 December 2023 to 3 November 2024. The resident complained that the property was unsuitable for her needs and that the landlord had given incorrect information during the application process. What the complaint is about The complaint is about the allocation of a property suitable for the resident’s needs.
Our decision (determination) The complaint about the allocation of a property suitable for the resident’s needs is outside our jurisdiction. Summary of reasons According to our Scheme, we may not investigate complaints which, in the Ombudsman’s opinion fall properly within the jurisdiction of another Ombudsman, regulator or complaint-handling body. The allocation of the landlord’s homes is done through its partner local authority schemes. It uses each local authorities’ allocation policy to determine eligibility and priority.
The property was offered to the resident in accordance with this scheme. This means any complaint about the allocation may be brought to the Local Government and Social Care Ombudsman. For this reason, the complaint is outside our jurisdiction. Complaint The allocation of a property suitable for the resident’s needs.
This is a structured summary of a published determination. The official decision is the authoritative record. Contains public sector information licensed under the Open Government Licence v3.0.