Royal Borough of Kingston upon Thames (25 008 063)

Statement Closed after initial enquiries Housing benefit and council tax benefit 14-Oct-2025

Summary: We will not investigate this complaint about a housing benefit overpayment and the Council’s advice regarding claiming council tax support. This is because there is insufficient injustice regarding the overpayment. The council tax support complaint is late and there are no good reasons for this.

London Borough of Lambeth (24 018 194)

Statement Upheld Housing benefit and council tax benefit 09-Oct-2025

Summary: Mr Q’s representative complained on his behalf about the Council’s handling of his application for Housing Benefit. They complained the Council had significant delay, did not keep him properly updated, and incorrectly refused his claim. We cannot say whether the Council’s refusal of his claim was the correct decision because it has been appealed to a tribunal, however we find the Council at fault for delays, poor communication and poor complaint handling which caused significant uncertainty, frustration and time and trouble. The Council agreed to apologise and make a symbolic payment for the injustice.

Bournemouth, Christchurch and Poole Council (23 013 616)

Statement Upheld Housing benefit and council tax benefit 09-Oct-2025

Summary: The Council was at fault when it stopped Mr X’s housing benefit in March 2018. The Council subsequently reversed its March 2018 decision. The Council has apologised and this is a suitable remedy for the impact of this fault. The Council was not at fault for the advice given to Mr X in 2018 to apply for universal credit based on the circumstances at that time.

London Borough of Hammersmith & Fulham (25 009 288)

Statement Closed after initial enquiries Housing benefit and council tax benefit 09-Oct-2025

Summary: We will not investigate this complaint about the Council’s housing benefit and discretionary housing payment decisions. This is because Ms X has appealed to a Tribunal. There is not enough evidence of fault by the Council regarding its consideration of the DHP claim. We cannot investigate complaints about the management of social housing.

Wealden District Council (25 008 908)

Statement Closed after initial enquiries Housing benefit and council tax benefit 08-Oct-2025

Summary: We will not investigate this complaint about at claim for a discretionary housing payment. This is because there is insufficient evidence of fault to justify an investigation.

Tandridge District Council (25 004 549)

Statement Closed after initial enquiries Housing benefit and council tax benefit 01-Oct-2025

Summary: We will not investigate this complaint about comments the Council made about the charity as a landlord, as there is not enough evidence of fault to warrant an investigation.

Torridge District Council (25 008 480)

Statement Closed after initial enquiries Housing benefit and council tax benefit 30-Sep-2025

Summary: We will not investigate Ms X’s complaint about the Council’s housing benefit claims system. This is because we cannot achieve the outcome Ms X is seeking.

Leicester City Council (24 020 435)

Statement Upheld Housing benefit and council tax benefit 28-Sep-2025

Summary: Miss X complained the Council delayed amending her Housing Benefit claim after she told it about a rent increase. She also complained the Council failed to make reasonable adjustments for her when considering her housing benefit claim. Miss X says the Council’s actions caused avoidable distress and led to financial hardship. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy to Miss X and reconsider her Housing Benefit claim from the date she informed the Council of the rent increase.

Calderdale Metropolitan Borough Council (25 009 460)

Statement Closed after initial enquiries Housing benefit and council tax benefit 16-Sep-2025

Summary: We will not investigate this complaint about Council tax and housing benefit because there is a right of appeal to a tribunal.

London Borough of Croydon (25 003 384)

Statement Closed after initial enquiries Housing benefit and council tax benefit 14-Sep-2025

Summary: We will not investigate this complaint about how the Council assisted Mrs X in applying for Universal Credit. This is because we cannot achieve the outcome Mrs X wants and there is a body better placed to investigate her complaint.