London Borough of Hammersmith & Fulham (25 008 824)

Statement Upheld Allocations 28-Apr-2026

Summary: Based on current evidence we found there was repeated fault in the way the Council considered requests from Miss X for medical priority and a housing transfer. We recommended an apology, a distress payment and actions to properly consider her circumstances.

Newcastle upon Tyne City Council (25 009 719)

Statement Upheld Managing council tenancies 28-Apr-2026

Summary: There was no fault in the Council’s decision about the appropriate banding for an applicant to its housing register, nor in its decision about the number of bedrooms he is entitled to. However, the Council was at fault because it initially imposed a restriction on the type of property the complainant could bid for, without taking the proper steps to establish this was necessary. This caused some frustration to the complainant, for which the Council has agreed to apologise.

London Borough of Waltham Forest (25 014 373)

Statement Upheld Homelessness 28-Apr-2026

Summary: We will not investigate Miss X’s complaint about the Council’s failure to contact a letting agent. The Council provided a suitable remedy for Miss X’s injustice. An investigation would not achieve more for her.

London Borough of Lambeth (25 003 943)

Statement Closed after initial enquiries Allocations 28-Apr-2026

Summary: We will not investigate this complaint about how the Council considered Miss X’s housing priority. There is not enough evidence of fault to justify investigating.

Royal Borough of Kingston upon Thames (25 010 141)

Statement Upheld Homelessness 27-Apr-2026

Summary: Mrs X complained the Council has not completed repairs to her home since she reported them in March 2024. Mrs X said this distressed her and impacted her financially. There was fault in the way the Council has not reviewed the suitability of the property and not completed repairs. Mrs X and her family have lived in unsuitable accommodation since March 2024. The Council agreed to apologise, complete a suitability review and make a financial payment.

London Borough of Tower Hamlets (25 013 358)

Statement Closed after initial enquiries Homelessness 27-Apr-2026

Summary: We will not exercise discretion to investigate this complaint about the Council’s discharge of its homelessness duty in 2024 and its failure to evict Mrs X from her former temporary accommodation. The complaint about the homelessness decision was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mrs X could not have complained to us sooner. There is no fault in the Council’s delay in evicting her from her current accommodation.

London Borough of Ealing (25 003 373)

Statement Upheld Homelessness 27-Apr-2026

Summary: Miss Y complained about the Council’s handling of her homelessness and housing applications. We have found fault by the Council, causing injustice, in failing to: provide Miss Y with suitable interim and temporary accommodation from March 2024 to November 2025; properly consider her medical information before making a decision about her priority in January 2025; and tell her about her right to ask for a review of the decision. The Council has agreed to remedy this injustice by: apologising; making payments to recognise the impact of the failures to provide suitable accommodation, and when making and notifying Miss Y about its medical priority decision; and service improvements.

London Borough of Hounslow (25 005 537)

Statement Upheld Homelessness 27-Apr-2026

Summary: Mr X complained about the Council’s handling of his review request of accommodation it sourced for him linked to his homelessness application. We found fault because the Council took too long to complete a suitability review of the accommodation. This caused him avoidable distress, frustration and uncertainty. To remedy this injustice, the Council has agreed to apologise and make a payment to him.

London Borough of Islington (25 006 886)

Statement Upheld Homelessness 27-Apr-2026

Summary: Miss X complained the Council did not properly respond to her application for homelessness assistance because it failed to decide she was in priority need, took over 10 months to decide it owed her the main housing duty, and had poor communication. We find the Council at fault for delays in making decisions which deprived Miss X of suitable accommodation and caused significant distress. The Council has agreed to apologise and make a symbolic payment to remedy the injustice.

Royal Borough of Kingston upon Thames (25 018 028)

Statement Upheld Homelessness 27-Apr-2026

Summary: We upheld a complaint from Ms B, who spent nine months living in a hotel with her three children following flood damage to a flat she lived in as temporary accommodation. We found the Council at fault for the time taken for Ms B to return, for not offering her suitable alternative housing and poor communications. We considered these faults caused Ms B the injustice of living in unsuitable accommodation and avoidable unnecessary distress. The Council accepted these findings. At the end of this statement, we set out action it agreed to take to remedy Ms B’s injustice and improve its service to try and avoid a repeat.