Statement Upheld Other 05-May-2022
Summary: We found fault with the Council for failing to move Ms X to alternative temporary accommodation when it decided her accommodation was unsuitable. This caused Ms X an injustice because she lived in unsuitable accommodation. It also caused her distress and placed her at risk of domestic abuse. The Council agreed actions to remedy the injustice to Ms X.
Statement Upheld Other 25-Apr-2022
Summary: Miss X complained about the Council's lack of support with her homelessness after she fled domestic abuse. The Council was at fault. It did not make proper enquiries about her situation, nor assess whether the private rented property she later found was affordable, nor send her a formal letter ending its housing duty after the tenancy started. It was also at fault for not communicating properly about the financial support it could provide and a delay in providing it. It should apologise, pay Miss X £1,800 to remedy the period she was in unsuitable accommodation, and take action to prevent recurrence.
Statement Upheld Other 21-Apr-2022
Summary: Mr X complained the Council failed to take action to help prevent his threatened homelessness, caused him to incur unnecessary court costs and did not make the advance rent and deposit payment for his new property as it had agreed to do. We have found fault by the Council causing injustice. The Council has agreed to remedy this by apologising to Mr X, making payments to reimburse him for the court costs, and the advance rent and deposit payment he was required to make, and reflect his distress and worry. It has also agreed to make service improvements.
Statement Upheld Other 13-Apr-2022
Summary: Ms X complained about the way the Council responded when she asked to move house because she was at risk of domestic abuse. This caused Ms X distress. We found fault with the Council. The Council agreed actions to remedy the injustice to Ms X.
Statement Not upheld Other 02-Mar-2022
Summary: Miss B complains that the Council incorrectly told her she could buy the rest of her 'shared ownership' home at a discount, then, after realising its mistake, withdrew the discount. This meant she could not afford to proceed with the purchase. She says the Council's error meant she spent money on conveyancing fees which she would not otherwise have spent. The Council has already made a suitable offer to remedy her injustice, so we have discontinued our investigation.
Statement Upheld Other 28-Feb-2022
Summary: The Council failed to provide evidence of compliance with a remedy it previously agreed with the Ombudsman. In the original complaint, we found the Council failed to investigate Mr B's complaint The Council agreed to make a financial payment to recognise the impact of its fault. The Council was at fault for not paying Mr B or keeping records of its attempts to do so. The Council will review its internal procedure for ensuring compliance with, and providing evidence of, recommendations made by the Ombudsman to prevent future injustice to others.
Statement Upheld Other 25-Jan-2022
Summary: Ms X complained the Council failed to take action about the antisocial behaviour from her neighbours since June 2019. Ms X says her neighbours actions put her safety at risk and has impacted her mental health. Ms X says her neighbour's relatives are also harassing her for complaining to the Council. The Ombudsman found fault with the Council for its inaction and delays in handling Ms X's concerns. The Ombudsman also found fault with the Council's record keeping creating uncertainty about the Council's investigations. The Council agreed to the Ombudsman's recommendation to open a new investigation for Ms X into her concerns and follows its procedure in completing these investigations. The Council also agreed to provide Ms X with an apology and a payment of £500 to reflect the distress and inconvenience caused.
Statement Not upheld Other 12-Jan-2022
Summary: Ms Y and four neighbours complain about the Council's plan to remove electric gates it installed on their road in 2015. Ms Y also complains about the Council's failure to fully remove knotweed from her property despite agreeing to do so. We do not to find fault with the Council. It is entitled to install manual gates if the current gates are not serving their purpose. Furthermore, there is no evidence the Council has agreed to eradicate the knotweed as Ms Y suggests.
Statement Not upheld Other 16-Sep-2021
Summary: We have discontinued our investigation of this complaint. This is because the complainant has not provided enough information for us to proceed.
Statement Upheld Other 20-Apr-2021
Summary: Mr B complains the Council did not respond to his complaint about his supported accommodation. This caused Mr B frustration and put him to time and trouble pursuing his complaint. We found fault with the Council causing injustice. The Council has agreed to take action to remedy this injustice.