London Borough of Hackney (23 019 637)

Statement Closed after initial enquiries Housing benefit and council tax benefit 28-Mar-2024

Summary: We will not investigate this complaint about the Council’s decision Mr X has been overpaid housing benefit. Mr X has used his right of appeal, which is the appropriate route to challenge the decision. We cannot consider the matter.

London Borough of Newham (23 018 146)

Statement Closed after initial enquiries Housing benefit and council tax benefit 27-Mar-2024

Summary: We will not investigate this complaint about the Council’s refusal to provide the complainant with a discretionary housing payment on an ongoing basis. This is because the Council has properly considered the request against its policy and there is not enough evidence of fault to cast doubt on the decision made. Further, it is not our role to question the outcome of a properly made decision.

Buckinghamshire Council (23 019 337)

Statement Closed after initial enquiries Housing benefit and council tax benefit 26-Mar-2024

Summary: We will not investigate this complaint about the Council’s refusal to write off a Council tax debt as the matter could be appealed to a Valuation Tribunal.

Salford City Council (23 019 036)

Statement Closed after initial enquiries Housing benefit and council tax benefit 25-Mar-2024

Summary: We will not investigate this complaint about a Discretionary Hardship Payment because there is no evidence of fault by the Council.

London Borough of Havering (23 007 200)

Statement Not upheld Housing benefit and council tax benefit 18-Mar-2024

Summary: Mr H complained the Council gave him incorrect advice to apply for universal credit. Mr H said the Council’s advice had caused him a financial loss. We have found no fault in the Council’s service.

Gateshead Metropolitan Borough Council (23 018 007)

Statement Closed after initial enquiries Housing benefit and council tax benefit 13-Mar-2024

Summary: We will not investigate this complaint about housing benefit overpayment as there is a right of appeal to a tribunal.

London Borough of Barnet (23 004 749)

Statement Upheld Housing benefit and council tax benefit 13-Mar-2024

Summary: Mr X complained that the Council lost payments he made towards repaying a housing benefit overpayment and placed the onus on him to provide evidence of the payments. He also said the Council delayed in sending him an income and expenditure form and applied for an attachment of benefits order without giving him time to complete the form. We found find the Council was at fault in that it failed to tell Mr X about the missing payments. However, it has agreed to resolve the matter if Mr X provides bank statements. This is a satisfactory remedy for the injustice caused.

London Borough of Haringey (22 015 080)

Statement Upheld Housing benefit and council tax benefit 13-Mar-2024

Summary: Miss X complained about the Council’s actions in recovering a housing benefit overpayment. There was fault in how the Council communicated with Miss X about the recovery action. It also delayed responding to Miss X’s complaint and failed to consider her request for reasonable adjustments. Although it did not affect the decision to recover the overpayment, fault by the Council caused Miss X avoidable distress, time, and trouble. The Council agreed to apologise, agree reasonable adjustments it will make for Miss X, and pay her a financial remedy. It will also share our decision with, and issue reminders to, relevant staff.

London Borough of Croydon (23 016 940)

Statement Closed after initial enquiries Housing benefit and council tax benefit 11-Mar-2024

Summary: We will not investigate this complaint about the Council not complying with an order of the First-Tier Tribunal to back pay housing benefit. This is because the Council has referred the matter back to the First-Tier Tribunal for added clarity and consideration. We cannot investigate a complaint which is subject to proceedings in a tribunal or court of law.

London Borough of Lewisham (23 014 315)

Statement Upheld Housing benefit and council tax benefit 04-Mar-2024

Summary: We will not investigate this complaint about the Council’s delay in writing off a debt. The Council has now written off the debt and it has apologised to Mr X for the delay. This is a suitable remedy.