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.

City of Wolverhampton Council (24 022 302)

Statement Closed after initial enquiries Homelessness 10-Jun-2025

Summary: We will not investigate Mr X’s complaint about the Council’s decision that he does not have a priority need for accommodation. This is because it was reasonable for him to have appealed to the county court.

London Borough of Lewisham (24 022 568)

Statement Closed after initial enquiries Homelessness 10-Jun-2025

Summary: We will not investigate this complaint about the Council’s review of suitability of Miss X’s temporary accommodation. It was reasonable for her to appeal against the decision to the County Court if she wished to challenge it.

London Borough of Lewisham (24 009 457)

Statement Upheld Homelessness 09-Jun-2025

Summary: The Council was at fault for delays and poor communication regarding repair issues Ms X raised regarding her temporary accommodation. The Council has agreed to apologise and make a payment to Ms X to acknowledge the additional frustration and distress caused, beyond that already remedied through its complaint responses. It has also agreed to review its procedures for responding to repeated issues of disrepair in temporary accommodation and for communicating effectively with tenants about the issues.

London Borough of Ealing (24 022 014)

Statement Closed after initial enquiries Homelessness 09-Jun-2025

Summary: We will not investigate this complaint about the Council’s offer of long-term social housing. There is not enough evidence of fault to justify our involvement, nor have the Council’s actions caused a significant injustice.

Brentwood Borough Council (24 018 798)

Statement Upheld Homelessness 09-Jun-2025

Summary: Miss X complained about the Council’s actions when she approached it as homeless. We find the Council at fault for failing to respond to her contact, sending a decision letter to an address it knew she no longer lived at, and failing to consider her homelessness in October 2024. As a result, Miss X missed the opportunity to seek a review of the Council’s decision and was left with uncertainty about the support she may have been entitled to. The Council has agreed to apologise, make a payment to Miss X and improve its services.

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.

London Borough of Lambeth (24 014 116)

Statement Not upheld Homelessness 08-Jun-2025

Summary: Miss X complained the Council has failed to award her the correct priority on the housing register as it has failed to properly consider the domestic abuse and homelessness she experienced. We found there is no evidence of fault in the way the Council considered Miss X’s priority on the housing register.

London Borough of Ealing (24 014 229)

Statement Upheld Homelessness 08-Jun-2025

Summary: We will not investigate Mr X’s complaint about the Council’s offer of accommodation. It would have been reasonable for Mr X to ask the Council for a review.

London Borough of Sutton (24 012 627)

Statement Upheld Homelessness 05-Jun-2025

Summary: Miss X complained that the Council told her it would no longer store her belongings it had looked after since 2022, and threatened to dispose of them if she did not move them at a significant cost to her of £1,000 plus VAT. We found fault in the way the Council reached this decision but it has now agreed to continue to store the belongings and pay the cost of returning them to Miss X in due course. We are satisfied this action together with an apology provides a suitable remedy to Miss X.