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London Borough of Croydon (23 015 996)
Report Upheld Homelessness 27-Jun-2025
Summary: Ms X complained about how the Council responded to her brother Mr Y’s homelessness applications in 2023. We found several faults. There were months of delays by the Council and basic administrative errors. The Council repeatedly failed to respond correctly to Mr Y’s attempts to access support from its housing service. This meant that instead of being housed by the Council, Mr Y had to live with another of his sisters, Ms Z, despite her being seriously unwell and despite the impact of his mental health needs on their wellbeing. The faults caused Mr Y, Ms X and Ms Z significant stress and upset.
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London Borough of Waltham Forest (24 000 033)
Report Upheld Homelessness 09-Jun-2025
Summary: Mr X complained that the Council failed to provide sufficient support when he became homeless due to domestic abuse. Mr X considers the Council’s actions show it discriminated against him as he was not treated the same way as a woman fleeing domestic abuse. Mr X also considers the Council’s actions have caused the loss of his belongings, caused significant distress and put him at risk of harm and abuse.
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East Riding of Yorkshire Council (25 003 511)
Statement Closed after initial enquiries Council tax 27-May-2025
Summary: We will not investigate Mrs B’s complaint about the Council charging a council tax premium for second homes. This is because the law says such decisions can only be challenged by judicial review.
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London Borough of Ealing (24 009 043)
Statement Not upheld Other 27-May-2025
Summary: Mr X complained that the Council failed to properly consider complaints he made of an odour nuisance. He also complained that officers abused and mis-treated him. We found no fault in the Council’s actions and no evidence that officers abused or mis-treated Mr X.
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Oxford City Council (24 009 796)
Statement Upheld Homelessness 27-May-2025
Summary: The Council housed Ms X and her child in bed and breakfast (B&B) accommodation for 22 weeks longer than the period allowed for in law and this was fault. This fault led to them living in unsuitable accommodation. The Council also failed to add Ms X to the correct accommodation waiting list for approximately two months which caused Ms X uncertainty. In recognition of the injustice caused, the Council has agreed to apologise and pay Ms X £4,135. The Council has already taken action to improve its temporary accommodation provision which is welcome. The Council has also agreed to make some additional service improvements.
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Nottinghamshire County Council (24 010 774)
Statement Upheld Disabled children 27-May-2025
Summary: Mr B complained the Council delayed in assessing his family’s need for an extra bedroom for their disabled child. He also complained the assessment did not result in it supporting an application for a Disabled Facilities Grant (DFG) to create an extra bedroom. We upheld the complaint, finding the Council at fault for delay and not sufficiently considering the impact of its proposal that Mr B should use a reception room as a bedroom instead. This caused injustice to Mr B as distress. We also found fault with a procedure the Council currently has in place with Mr B’s local housing authority (a Borough Council) to consider potential DFG applications. The Council accepted these findings and at the end of this statement, we set out the actions it has agreed to improve its service and remedy the injustice caused to Mr B.
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Surrey County Council (24 010 959)
Statement Upheld Special educational needs 27-May-2025
Summary: Miss B complained the Council’s Education, Health and Care Plan process failed her son, X. Miss B says X has been placed in an unsuitable placement and is receiving little to no education. We found the Council at fault for a delay in issuing a final Education, Health and Care Plan following an annual review and failing to consider its section 42 duty once it was aware X was not attending school. This has caused distress, frustration and uncertainty to Miss B and X. The Council has agreed to apologise, make a symbolic payment and complete service improvements to remedy the injustice caused.
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Darlington Borough Council (24 012 327)
Statement Upheld Special educational needs 27-May-2025
Summary: There is no fault in the Council’s decision not to provide alternative education when Ms M withdrew her son B from school. In any event, Ms M had a right of appeal to the Tribunal. The Council has taken too long to amend B’s EHC Plan, but the Council has already offered a suitable remedy for the impact of the delay.
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Bristol City Council (24 012 672)
Statement Upheld Charging 27-May-2025
Summary: The Council was at fault as it did not respond to Mr X’s official complaint and has not properly assessed some of the Disability Related Expenses incurred by his mother when calculating her contribution to care costs. Reassessing the Disability Related Expenses and making a payment for the distress caused by the delay in the complaints process remedies the injustice.
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London Borough of Harrow (24 012 701)
Statement Upheld Homelessness 27-May-2025
Summary: Mr D complained about the Council not carrying out repairs to his temporary accommodation and about its decision to not award him an additional bed space for a carer. I have found fault by the Council because it has delayed carrying out repairs. The Council has agreed to assess what repairs are outstanding, schedule the works and pay Mr D redress for the delay.