London Borough of Sutton (19 004 611)

Statement Upheld Homelessness 01-Oct-2020

Summary: Ms B complains that the Council removed her from the housing register because of rent arrears and asked unrealistic things of her to reinstate her on the register. She also complains that the Council placed her on the corporate warning system (CWS) because of her complaints and behaviour. The Ombudsman finds no fault by the Council except that it failed to review information it held about Ms B after 12 months despite agreeing to do so. The Council has now reviewed this information and removed Ms B from the CWS.

London Borough of Islington (19 019 179)

Statement Upheld Homelessness 30-Sep-2020

Summary: Mr Y complains on behalf of Ms X that the Council failed to help her when she was threatened with homelessness. The Council is at fault for failing to carry out its homeless duties in line with law and guidance. This caused Ms X unnecessary uncertainty and financial loss. The Council should apologise, pay Ms X £7,605 and take action to improve its service.

London Borough of Tower Hamlets (19 016 128)

Statement Upheld Homelessness 28-Sep-2020

Summary: Mr X says the Council took too long to accept a main housing duty towards him, leaving him in unsuitable accommodation for 10 months. The Ombudsman has found fault by the Council. In recognition of the injustice caused to Mr X he recommended the Council review its procedures, offers its staff refresher training, writes a letter of apology to Mr X and pays him £3800. The Council agreed.

Cambridge City Council (20 003 302)

Statement Closed after initial enquiries Homelessness 24-Sep-2020

Summary: The Ombudsman will not investigate this complaint that the Council has forced the complainant to live in her car because it provided unsuitable accommodation. This is because there is insufficient evidence of fault by the Council and because the complainant could have used her appeal rights.

Aylesbury Vale District Council (20 001 054)

Statement Closed after initial enquiries Homelessness 22-Sep-2020

Summary: A woman complained that the Council had unreasonably decided she was intentionally homeless and ended its housing duty in her case, despite her serious health problems. However the Ombudsman will not investigate this matter because the woman has statutory review and appeal rights she can use to challenge the Council’s decision.

London Borough of Hackney (19 012 490)

Statement Upheld Homelessness 18-Sep-2020

Summary: There was fault by the Council including a delay of several months in issuing a personalised housing plan and written decisions on Ms E’s application for housing. The Council also failed to take action when Ms E raised concerns about poor standards in her temporary housing. The delay caused Ms E uncertainty about the action the Council would take to help her secure housing and meant she could not challenge a decision using the statutory review process. To remedy the injustice, the Council will apologise and make Ms E a symbolic payment of £250.

Royal Borough of Greenwich (19 011 616)

Statement Not upheld Homelessness 17-Sep-2020

Summary: Mr X complained about the Council’s failure to support him when he became homeless. The Ombudsman has not found fault in how the Council acted.

Royal Borough of Greenwich (20 003 556)

Statement Closed after initial enquiries Homelessness 16-Sep-2020

Summary: The Ombudsman will not investigate Mr D’s complaint that the Council has failed to consider points of law and legislation in his homelessness application when it decided he was not in priority need. This is because it was reasonable to expect Mr D to use his right of appeal to the County Court.

London Borough of Waltham Forest (19 008 674)

Statement Upheld Homelessness 15-Sep-2020

Summary: The Council mismanaged a homeless application. It did not provide decisions and information to Ms X. It delayed investigating her application and carried out a poor investigation. It wrongly cancelled Ms X’s interim accommodation on four occasions. It caused Ms X distress and unnecessary time and trouble. It will apologise to Ms X and provide a financial remedy to her.

London Borough of Hillingdon (19 016 071)

Statement Upheld Homelessness 15-Sep-2020

Summary: Mr X complained about the way the Council handled his homeless application. The Council was at fault when it failed to offer interim accommodation and delayed preparing a personalised housing plan. It has agreed to apologise to Mr X and pay him £1,990 to remedy the expense, frustration and distress he was put to. It has also agreed to remind staff of the requirement to complete a personalised housing plan, to properly consider whether interim accommodation should be offered and to keep clear records of contacts.