Leicester City Council (24 005 927)

Report Upheld Homelessness 09-Oct-2025

Summary: Mr X complained that the Council failed to provide sufficient support with his homelessness and housing application and that it also failed to provide suitable accommodation for him and his family. As a result, Mr X and his family have been living in unsuitable accommodation for longer than necessary which has caused significant distress. Mr X also considers that this has been detrimental to the health and development of his children.

Milton Keynes Council (25 000 856)

Statement Upheld Homelessness 23-Sep-2025

Summary: We will not investigate Miss X’s complaint about the Council not providing accommodation to her when she successfully challenged its decision that she was not in priority need. This is because the Council agreed to resolve this aspect of the complaint by providing a proportionate remedy for Miss X’s injustice. We will not investigate the Council’s further decision that Miss X was not in priority need. Miss X had the right to seek a review and then appeal to the county court against the Council’s decision, and it was reasonable to expect her to do so.

London Borough of Croydon (24 019 886)

Statement Upheld Homelessness 22-Sep-2025

Summary: Miss X complained on behalf of Mr Y that the Council failed to assess his homelessness applications or to arrange alternative accommodation. We found the Council delayed in considering Mr Y’s homelessness application, including whether to provide any interim accommodation. The Council has accepted the fault and agreed to pay £3150 to Mr Y for the delays and in recognition of the avoidable stress and uncertainty.

Royal Borough of Kensington & Chelsea (24 021 263)

Statement Upheld Homelessness 22-Sep-2025

Summary: The Council was at fault for the delay in moving Miss X to suitable temporary accommodation and for poor communication when she moved. It was also at fault for the delay in resolving pest infestation and boiler issues in Miss X’s accommodations. There was no fault in the way the Council dealt with mould in her accommodation. The Council will apologise and make a symbolic payment to Miss X in recognition of the avoidable distress and frustration caused by its faults.

London Borough of Newham (24 018 863)

Statement Upheld Homelessness 21-Sep-2025

Summary: Mr X complains the Council failed to provide him with interim accommodation when he made a second homelessness application in July 2024. The Council was at fault for ending interim accommodation too early after Mr X made a homelessness application in July 2024. It also delayed in completing his review request. This left Mr X homeless and caused avoidable distress and uncertainty. The Council will apologise, make a financial payment, and remind staff of the correct legal duties.

London Borough of Hounslow (24 015 455)

Statement Upheld Homelessness 21-Sep-2025

Summary: Miss X complained the Council failed to offer her interim accommodation when it accepted the relief duty to her. She also complained it did not offer her interim accommodation while it considered a suitability review of a final offer of accommodation it made to her. We found fault by the Council on the matters we investigated. The Council agreed to apologise to Miss X and make her a symbolic payment in recognition of the injustice caused to her and her family.

Rugby Borough Council (25 002 100)

Statement Closed after initial enquiries Homelessness 21-Sep-2025

Summary: We will not investigate this complaint about the Council’s assessment of a homelessness application. It was reasonable for Miss X to use the review/appeals procedure available under the homelessness legislation to challenge the Council’s decision that she was non-priority homeless.

Bury Metropolitan Borough Council (25 004 922)

Statement Closed after initial enquiries Homelessness 21-Sep-2025

Summary: We will not investigate this complaint about the Council’s decision to issue a warning letter before moving Mrs X to different temporary accommodation. This is because an investigation would be unlikely to find fault with the Council’s actions.

Brighton & Hove City Council (25 004 345)

Statement Upheld Homelessness 18-Sep-2025

Summary: We will not investigate this complaint about the way the Council dealt with a homelessness application. The Council has acknowledged there were errors in its handling. The apology, extra training for staff and financial remedy offered by the Council is a satisfactory outcome, so any further investigation is not warranted.

London Borough of Havering (24 022 508)

Statement Upheld Homelessness 17-Sep-2025

Summary: Miss X complained the Council failed to provide suitable housing after adding her to the housing register in March 2023 and again when she was at risk of homelessness from August 2024. She also complained the Council failed to provide adequate support while her children were subject to a Child Protection Plan, and about the significant delays in handling her complaints. We find the Council at fault for delays in processing her housing application, failing to accept a homelessness application, not offering interim accommodation, and failing to provide adequate advice and support. We also find the Council at fault for failing to provide the support required under the Child Protection Plan, and for delay and poor handling of her complaints. This caused Miss X significant distress, prolonged uncertainty, and left her and her children living in unsafe conditions without necessary support. The Council has agreed to apologise, make a payment to Miss X, and take action to improve its housing, children’s social care, and complaints services.