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.

London Borough of Southwark (24 013 449)

Statement Upheld Allocations 24-Jun-2025

Summary: Mr X complained that for many months the Council had failed to consider his application for a change of his priority banding on medical grounds. We found fault with the Council for its significant delay to consider Mr X’s application and its failure to send its decisions to Mr X in writing and tell him about his right to ask for a review. The Council’s fault caused injustice to Mr X. The Council has agreed to apologise, backdate Mr X’s higher priority banding and make a symbolic payment to recognise his uncertainty and distress. The Council has also agreed to carry out some service improvements.

London Borough of Ealing (24 013 692)

Statement Upheld Homelessness 24-Jun-2025

Summary: Ms D complained the Council failed to provide assistance with her homelessness application. I have found fault by the Council causing Ms D avoidable distress. The Council has agreed to pay redress to Ms D and make service improvements.

Dudley Metropolitan Borough Council (24 014 537)

Statement Upheld Allocations 24-Jun-2025

Summary: Mr D complained the Council incorrectly refused his housing transfer application. I have not found fault in the Council’s decision to refuse the application but there is fault in the ambiguous wording used in the Council’s decisions and a failure to explain how childcare issues were assessed. The Council has agreed to apologise.

London Borough of Havering (25 000 729)

Statement Closed after initial enquiries Homelessness 24-Jun-2025

Summary: We will not investigate this complaint about the Council’s request that the complainant remove a shed from the garden of her temporary accommodation. This is because there is insufficient evidence of fault by the Council.

London Borough of Bexley (25 000 737)

Statement Closed after initial enquiries Homelessness 24-Jun-2025

Summary: We will not investigate this complaint about the suitability of a final offer of accommodation the Council made to Miss X when she was homeless. It was reasonable for Miss X to use her statutory right of appeal to the county court.

Bristol City Council (25 000 933)

Statement Closed after initial enquiries Managing council tenancies 24-Jun-2025

Summary: We cannot investigate this complaint about an overgrown garden, in a Council rented property, which affects the complainant’s fence. This is because we have no power to investigate a council when it is acting as a landlord.

London Borough of Lambeth (24 000 994)

Statement Closed after initial enquiries Allocations 23-Jun-2025

Summary: We will not investigate Ms X’s complaint about the priority the Council awarded on its housing register because there is insufficient evidence of fault to justify our involvement..

London Borough of Hillingdon (24 006 264)

Statement Closed after initial enquiries Homelessness 23-Jun-2025

Summary: We will not investigate Ms X’s complaint about the suitability of her temporary accommodation. It was reasonable for her to request a review of its suitability and to provide relevant medical evidence to support that request.

Chelmsford City Council (24 012 027)

Statement Upheld Homelessness 23-Jun-2025

Summary: Mrs X complains the Council left her family in temporary accommodation that was unsuitable, despite accepting this following a suitability review. We have concluded our investigation and found the Council at fault for allowing the family to remain in unsuitable housing for nearly five months. This caused significant disruption and distress, particularly given the family’s vulnerabilities. The Council has agreed to our recommendations.