Southend-on-Sea City Council (25 008 223)

Statement Closed after initial enquiries Homelessness 25-Nov-2025

Summary: We will not investigate this complaint about the Council’s assessment of a homelessness application. It was reasonable for Miss X to ask for reviews of the decisions on intentionality and suitability of the temporary accommodation provided. She will have a further right of appeal on any undecided reviews which are negative.

London Borough of Camden (24 021 011)

Statement Upheld Homelessness 24-Nov-2025

Summary: Ms X complained about the way the Council handled her homelessness application. She said the Council placed her in unsuitable accommodation, delayed moving her, wrongly ended its housing duty, and failed to award her the medical housing points she was entitled to. We do not find fault in the Council’s decision not to award additional housing priority points. We do find fault in the Council’s handling of Ms X’s case, including significant delay in completing the suitability review, failing to move her promptly once accommodation was found unsuitable, poor complaint handling, and inadequate record-keeping. As a result, Ms X remained in unsuitable accommodation for several months longer than necessary and experienced avoidable distress, uncertainty, and frustration due to the Council’s poor communication and complaint handling. The Council has agreed to apologise and make a payment to Ms X.

London Borough of Lambeth (25 004 089)

Statement Upheld Homelessness 24-Nov-2025

Summary: Mrs B complained that the Council had failed to properly assess her homeless application for over a year. We found fault in the Council’s actions which caused prolonged uncertainty to Mrs B. The Council has agreed to apologise to Mrs B and make a symbolic payment of £200.

London Borough of Camden (25 005 458)

Statement Upheld Homelessness 24-Nov-2025

Summary: The Council was at fault for delay in reviewing its decision on whether homelessness accommodation it offered to Mr X was suitable. It also failed to keep appropriate records of how it decided other accommodation was suitable for him. This caused Mr X avoidable frustration and uncertainty but we cannot say, even on balance, that it meant he missed out on housing he should have had. To remedy Mr X’s injustice, the Council will apologise and pay him £250. The Council will also identify what it needs to do to ensure it keeps proper records in future.

Central Bedfordshire Council (25 015 900)

Statement Closed after initial enquiries Homelessness 24-Nov-2025

Summary: We will not investigate this complaint about how the Council handled a concern about carbon monoxide. This is because we are unlikely to find fault with has led to significant injustice.

Exeter City Council (25 008 984)

Statement Closed after initial enquiries Homelessness 21-Nov-2025

Summary: We will not investigate Mr X’s complaint about the standard of emergency accommodation and poor communication. This is because any injustice is not significant enough to justify our involvement.

Royal Borough of Windsor and Maidenhead Council (24 020 564)

Statement Upheld Homelessness 20-Nov-2025

Summary: Miss X complained about the way the Council dealt with her homelessness application. We found fault in the Council’s delays to assess Miss X’s housing needs and provide her with interim accommodation as well as in the Council’s communication with her and its record-keeping. The Council’s fault caused injustice to Miss X. The Council has agreed to apologise, make symbolic payments and backdate the change in Miss X’s priority banding. The Council has also agreed to improve the way it keeps its housing records.

North Northamptonshire Council (25 002 188)

Statement Closed after initial enquiries Homelessness 20-Nov-2025

Summary: We will not investigate Miss X’s complaint about the Council’s responses to her homelessness applications and her local welfare fund application. Miss X had a right of review which it was reasonable for her to use, and there is otherwise not enough evidence of fault causing injustice.

Royal Borough of Greenwich (25 011 291)

Statement Upheld Homelessness 20-Nov-2025

Summary: We have upheld Miss X’s complaint because the Council’s actions meant delays in assessing her housing allocations application. The Council agreed to resolve the complaint by offering a remedy for the injustice caused.

London Borough of Lambeth (25 008 391)

Statement Closed after initial enquiries Homelessness 20-Nov-2025

Summary: We will not investigate this complaint about the suitability of Ms X’s temporary accommodation. There is insufficient evidence of fault and injustice to justify an investigation into Ms X’s complaint.