Westminster City Council (25 000 103)

Statement Closed after initial enquiries Homelessness 01-Jul-2025

Summary: We will not Mr X’s complaint about the Council’s decision not to award him additional points under its housing allocation scheme. This is because there is not enough evidence of fault to justify an investigation.

London Borough of Lambeth (24 011 977)

Statement Upheld Homelessness 01-Jul-2025

Summary: We found fault by the Council on Miss Z’s complaint about it failing to transfer her to alternative accommodation after deciding it was unsuitable in March 2023. The Council failed to move her from the property, show a record of its decision about unsuitability at the time it made it, send her a copy of the decision, or act to address the causes of its concerns while she remained in it. These failures caused avoidable injustice. She remained in an unsuitable property which did not meet their needs. The Council agreed to send her a written apology, pay £4,050 for the time she spent in unsuitable accommodation, pay £150 a month until she is moved, find her alternative accommodation, review what happened, and remind officers of the need to tell tenants about decisions when made.

Eastbourne Borough Council (24 012 621)

Statement Upheld Homelessness 30-Jun-2025

Summary: Miss X complained the Council failed to properly consider her housing application and failed to respond to her contacts appropriately. We found there was no fault in communication with Miss X, but the Council could not evidence that it had properly considered changes of circumstances Miss X raised with the Council and medical evidence she submitted. We recommended an apology, corrective action and a review of some of the Council’s procedures.

London Borough of Hammersmith & Fulham (25 000 905)

Statement Closed after initial enquiries Homelessness 29-Jun-2025

Summary: We will not investigate this complaint about the Council’s decision to discharge its homelessness duty following Ms X’s refusal of an offer of alternative interim accommodation. It was reasonable for Ms X to use the review/appeal procedure for challenging the Council’s decision.

London Borough of Tower Hamlets (25 002 073)

Statement Closed after initial enquiries Homelessness 29-Jun-2025

Summary: We will not investigate this complaint about the suitability of Mr X’s temporary accommodation. He successfully used his right to request a review, and the Council agreed to offer the family alternative temporary accommodation.

London Borough of Camden (24 015 333)

Statement Not upheld Homelessness 29-Jun-2025

Summary: Mr X complained about the support and accommodation the Council provided him with while he was homeless. There was no fault with the Council’s actions.

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.

Nottingham City Council (24 022 975)

Statement Closed after initial enquiries Homelessness 26-Jun-2025

Summary: We will not investigate Mr X’s complaint about the Council’s handling of his homeless and housing case. He says the Council failed to properly consider his medical evidence and failed to offer him any accommodation. This is because there is insufficient evidence of fault.

Sheffield City Council (23 021 043)

Statement Upheld Homelessness 26-Jun-2025

Summary: We have found fault with the Council for causing the delays Miss X experienced during her homelessness application process. We are satisfied the Council took reasonable action to put Miss X back in the position she would have been but for the fault. The Council has also dealt with the backlog of cases that caused the delays.

London Borough of Wandsworth (24 015 162)

Statement Upheld Homelessness 26-Jun-2025

Summary: Miss X complained about the Council’s delays when she approached it for homelessness assistance. We find the Council was at fault for its delays in awarding Miss X the relevant homelessness duties, for its poor communication and for its delay in providing Miss X with interim accommodation. These faults caused Miss X distress, frustration and upset and she was deprived of suitable accommodation. The Council upheld some of Miss X’s complaints, apologised and offered her £300. The Council has agreed to our further recommendations to apologise to Miss X for the injustice caused by the delay in offering her interim accommodation, make a further payment to her and implement a service improvement.