London Borough of Southwark (24 014 256)

Statement Closed after initial enquiries Allocations 29-Jul-2025

Summary: We will not investigate Mrs X’s complaint about the Council’s handling of her housing case, the actions of an occupational therapist, and that her representative was excluded from meetings and being involved. This is because the accepted fault did not cause any significant injustice. In addition, there is insufficient evidence of fault, and an investigation would not lead to any further findings or outcomes.

Royal Borough of Kensington & Chelsea (24 016 897)

Statement Upheld Allocations 29-Jul-2025

Summary: Ms D complained the Council failed to provide debt relief advice and did not action her Personalised Housing Plan. I have found evidence of fault by the Council because it delayed reviewing her case and failed to provide tailored debt advice. Ms D was caused unnecessary time and trouble and avoidable delays. The Council has agreed to pay Ms D redress. The Council has already made service improvements because of this case.

Southend-on-Sea City Council (25 001 457)

Statement Closed after initial enquiries Allocations 29-Jul-2025

Summary: We will not investigate this complaint about the complainant’s priority on the housing register because there is insufficient evidence of fault by the Council.

London Borough of Wandsworth (25 001 465)

Statement Closed after initial enquiries Allocations 29-Jul-2025

Summary: We will not investigate Ms X’s complaint about the Council’s assessment of her housing application. The Council has since completed a reassessment of her housing needs and Ms X has requested a review of this decision. It is reasonable to allow the Council to complete this process.

London Borough of Southwark (24 018 389)

Statement Upheld Allocations 28-Jul-2025

Summary: Ms X complained the Council failed to add her child’s birth certificate to her housing application. The Council was at fault. It failed to add the birth certificate which meant Ms X was unable to bid on suitable properties for nearly two years. The Council agreed to apologise to Ms X and make a payment to acknowledge the distress the delay caused. Additionally, the Council agreed to prioritise offering Ms X a suitable two-bedroom property as soon as possible.

Bolton Metropolitan Borough Council (23 017 962)

Statement Upheld Allocations 28-Jul-2025

Summary: Ms X complained about the way the Council handled her housing register and homelessness applications meaning she had to spend longer in unsafe accommodation. She also complained about its complaint handling. We have not found the Council at fault for the way it handled Ms X’s housing register application but we have found the Council at fault for not considering whether Ms X was homeless on the basis her property was not reasonable to occupy. We have also found the Council at fault for its complaint handling. To remedy the injustice caused the Council agreed to apologise to Ms X and make a payment for the distress caused.

London Borough of Waltham Forest (24 012 021)

Statement Upheld Allocations 28-Jul-2025

Summary: Ms X complained the Council failed to correct an issue with her ‘My Waltham Forest’ account. We found there was a failure to address the issue for a prolonged period. This meant she was not able to place bids for housing and her account was closed inappropriately because she was unable to re-register as required. We found Ms X did not miss out on housing as a result of the issue, but we recommended a payment to recognise the distress caused. We also found the Council placed Ms X in unsuitable bed and breakfast accommodation for too long and we recommended a payment to recognise this.

London Borough of Redbridge (24 023 354)

Statement Closed after initial enquiries Allocations 28-Jul-2025

Summary: We will not investigate Mrs X’s complaint about how the Council has dealt with her housing needs. This is because there is not enough evidence of fault by the Council to justify investigating and any injustice is not significant enough to justify our involvement.

London Borough of Tower Hamlets (24 018 188)

Statement Closed after initial enquiries Allocations 27-Jul-2025

Summary: We will not investigate Ms X’s complaint that the Council failed to keep accurate records of her housing application. This is because there is insufficient evidence of significant injustice to Ms X to justify an investigation.

South Hams District Council (24 020 618)

Statement Closed after initial enquiries Allocations 27-Jul-2025

Summary: We will not investigate this complaint about the Council’s assessment of Mr X’s housing application. There is insufficient evidence of fault which would warrant an investigation.