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 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.

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.

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.

London Borough of Camden (24 015 570)

Statement Upheld Homelessness 27-May-2025

Summary: Miss X complained about how the Council dealt with the disrepair issues at her temporary accommodation. The Council was at fault for its failure to properly deal with and resolve the disrepair issues Miss X reported to it. The Council’s faults caused Miss X distress, worry, inconvenience, frustration and she and her child continued to live in accommodation with recurring disrepair for a significant period. The Council will take action to remedy the injustice caused.

London Borough of Camden (24 001 962)

Statement Upheld Homelessness 27-May-2025

Summary: Mr B complained the Council failed to move him from unsuitable accommodation, wrongly closed his homeless application, failed to tell him about his right to request a review, delayed awarding medical priority and delayed responding to his complaint. The Council delayed providing Mr B with suitable accommodation, failed to follow the right process when closing his homeless application, failed to tell him about his review rights, failed to properly consider his medical priority and delayed responding to his complaint. That meant Mr B stayed in unsuitable accommodation for longer than necessary which caused him distress. An apology and payment to Mr B, alongside a reminder to officers is satisfactory remedy.

London Borough of Ealing (24 022 483)

Statement Closed after initial enquiries Homelessness 27-May-2025

Summary: We will use our discretion not to investigate this complaint about the complainant’s housing situation because she could have used her appeal rights and could now make new applications.

London Borough of Waltham Forest (24 014 624)

Statement Upheld Homelessness 26-May-2025

Summary: Mx Z complained about the way the Council has dealt with their homelessness when they were fleeing domestic abuse. The Council was at fault for the delay in providing interim accommodation, in ending the relief duty, in reaching a decision on Mx Z’s homelessness and in responding to Mx Z’s complaint. The Council has agreed to apologise and make a symbolic payment to acknowledge the distress, frustration and uncertainty caused to Mx Z.

London Borough of Lambeth (24 020 305)

Statement Closed after initial enquiries Homelessness 26-May-2025

Summary: We will not investigate this complaint about the Council’s decision that Mr X was not in priority need. It was reasonable for Mr X to appeal to the county court against this decision.

London Borough of Bromley (24 017 314)

Statement Closed after initial enquiries Homelessness 25-May-2025

Summary: We will not investigate this complaint about the suitability of accommodation provided by the Council under its homelessness duty. It was reasonable for Miss X to use the review/appeal procedure and she could have challenged the review by appealing to the courts.