South Gloucestershire Council (25 006 248)

Report Upheld Homelessness 27-Apr-2026

Summary: Ms X complained the Council refused to support her and her child when they fled domestic abuse in 2023. Specifically, she says the Council decided they did not qualify for homelessness assistance because they did not have a local connection to the area. Instead, the Council referred them back to their previous area, where the domestic abuse had occurred, on the basis that they had a local connection there. Ms X says these decisions have severely affected her mental health and wellbeing and placed her and her child at risk of further harm.

Royal Borough of Kensington & Chelsea (25 009 905)

Statement Upheld Homelessness 21-Apr-2026

Summary: Mr X complained about the Council’s delay in complying with its agreement to further review his homelessness application. We found fault by the Council which caused Mr X avoidable distress. The Council had since completed its further review and apologised to Mr X for its delay. The Council also agreed to make a symbolic payment to Mr X to suitably and proportionately address the injustice caused by its fault.

Westminster City Council (25 012 430)

Statement Closed after initial enquiries Homelessness 21-Apr-2026

Summary: We will not investigate this complaint about the Council’s investigation of noise complaints and the issue of an abatement notice to Miss X which she says was unjustified. There is insufficient evidence of fault causing any significant injustice which would warrant an investigation.

Sefton Metropolitan Borough Council (25 012 446)

Statement Closed after initial enquiries Homelessness 21-Apr-2026

Summary: We will not investigate Mr Y’s complaint against the Council’s handling of his homelessness case. This is because there is insufficient evidence of fault it’s decision-making to justify our involvement. It was reasonable for Mr Y to use the appeals procedure to challenge this decision

London Borough of Brent (25 015 435)

Statement Upheld Homelessness 21-Apr-2026

Summary: We will not investigate Ms X’s complaint about the Council’s delays in its handling of her homelessness application. The Council has already offered to make a payment that is in line with our guidance on remedies and further investigation is unlikely to lead to a different outcome.

Royal Borough of Kensington & Chelsea (25 004 739)

Statement Upheld Homelessness 20-Apr-2026

Summary: Miss X complains the Council has not dealt properly with her housing and homelessness causing avoidable distress. The Council made an unsuitable automatic offer, failed to provide suitable housing and did not pay for temporary accommodation. Miss X has been in emergency accommodation for too long. The Council should make a symbolic payment to Miss X and provide an action plan for service improvements.

Torbay Council (25 015 864)

Statement Closed after initial enquiries Homelessness 20-Apr-2026

Summary: We will not investigate Ms X’s complaint about the Council’s suitability assessment. This is because there is not enough evidence of fault to warrant investigating the Council’s complaint response.

Reigate & Banstead Borough Council (25 002 022)

Statement Upheld Homelessness 20-Apr-2026

Summary: Miss X complained about the way the Council dealt with her homelessness applications. We found the Council’s failure to properly consider Miss X's circumstances or have due regard to the law and statutory guidance is fault. This fault caused Miss X unnecessary distress and uncertainty. The Council will apologise and make a payment to Miss X and provide a briefing to its homelessness team.

London Borough of Haringey (25 013 389)

Statement Closed after initial enquiries Homelessness 19-Apr-2026

Summary: We cannot investigate this complaint about the Council’s handling of Ms X’s mother’s tenancy. The law does not allow us to investigate the Council’s actions as a landlord of social housing. We will not investigate her complaint about homelessness. Ms X had review and appeal rights to challenge the Council’s decision about her homeless which it was reasonable for her to use.

Luton Borough Council (25 013 421)

Statement Closed after initial enquiries Homelessness 19-Apr-2026

Summary: Ms X complains about being in unsuitable temporary accommodation. Ms X, her husband and her four children are currently living in one room and this is having an adverse impact on the families mental health.