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.

London Borough of Hackney (24 002 630)

Statement Upheld Homelessness 03-Jun-2025

Summary: Miss X complained the Council failed to provide her with suitable temporary accommodation. She said this impacted her mental health. The Council was at fault. Miss X and her family lived in unsuitable accommodation for nine months. The Council has agreed to apologise and make a financial payment.

London Borough of Brent (24 020 137)

Statement Upheld Homelessness 02-Jun-2025

Summary: We will not investigate this complaint about the Council’s lack of support when Ms X became homeless, which meant she stayed longer than she should in accommodation she could not afford and was evicted by her landlord. We asked the Council to remedy the injustice caused by its delay in arranging alternative accommodation and it has agreed apologise and to make a payment to Ms X.

Southend-on-Sea City Council (24 022 142)

Statement Closed after initial enquiries Homelessness 02-Jun-2025

Summary: We will not investigate this complaint about the Council’s provision of interim accommodation and its decision to end its provision under its homelessness duty. It was reasonable for Mr X to ask for a review of the Council’s decision to end his accommodation and its decision that he was not entitled to accommodation as he was intentionally homeless.

Solihull Metropolitan Borough Council (24 012 447)

Statement Upheld Homelessness 01-Jun-2025

Summary: Mr X complained about the Council’s failure to offer support with his homelessness since 2021. We found the Council to be at fault because it failed to carry out enquiries about his homelessness in 2024. This caused Mr X frustration, time and trouble. In response to his complaint, the Council apologised, made a payment to Mr X and made service improvements. This is an appropriate remedy, and we do not recommend anything further. We did not investigate what happened between 2021 and 2023 because this part of Mr X’s complaint was late.

London Borough of Lewisham (24 014 263)

Statement Not upheld Homelessness 01-Jun-2025

Summary: There was no fault in the Council’s decision the complainant has accrued rent arrears for a temporary accommodation property. We have therefore completed our investigation.

Torbay Council (24 018 380)

Statement Closed after initial enquiries Homelessness 01-Jun-2025

Summary: We will not investigate this complaint about support provided by the Council’s Housing Service. There is not enough evidence of fault to justify our involvement.

London Borough of Islington (24 020 142)

Statement Upheld Homelessness 01-Jun-2025

Summary: We will not investigate this complaint about the Council offering and then withdrawing temporary accommodation and offering unsuitable permanent accommodation to Ms X. The Council offered an appropriate and proportionate remedy for the distress caused. Ms X had the right to seek a review of the suitability of the offer of permanent accommodation and it was reasonable to expect her to use that right.

London Borough of Harrow (24 020 856)

Statement Closed after initial enquiries Homelessness 01-Jun-2025

Summary: We will not investigate this complaint about the Council evicting Mrs X and Ms Y from temporary accommodation as there is insufficient injustice to justify an investigation. We also will not investigate Mrs X and Ms Y’s complaint about the suitability of their temporary accommodation as they had the right to appeal to the county court.