Decision search
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London Borough of Barking & Dagenham (24 006 799)
Statement Upheld Allocations 11-Aug-2025
Summary: Mr complained about the Council’s failure to provide him with suitable temporary accommodation when he became homeless and related matters. We found the Council to be at fault because it failed to carry out a suitability review, did not update his Personal Housing Plan and provide other support. The Council has already accepted it acted with fault and made a payment to Mr X to acknowledge his frustration and uncertainty. In addition to this, we decided, on the balance of probabilities, that Mr X’s temporary accommodation was unsuitable. To remedy the injustice to Mr X, the Council has agreed to make a further payment to acknowledge he was provided with unsuitable accommodation for 14 months. It will also take action to improve its service.
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Oldham Metropolitan Borough Council (24 007 003)
Statement Upheld Residential care 11-Aug-2025
Summary: We will not investigate this complaint about the way the Council arranged access for Mr B to remove his personal belongings from his former home when his tenancy ended. We will not investigate Mr B’s complaint about the bed in his care home and having access to his mobile phone. We cannot add to the previous investigation by the Council. Further investigation would not lead to a different outcome.
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Norfolk County Council (24 010 971)
Statement Not upheld School transport 11-Aug-2025
Summary: Ms X and Mr D complained about the Council’s failure to provide their son, who has special educational needs, with school transport from both his parents’ separate addresses. We did not find the Council to be at fault because it applied its policy when it used its discretion not have to provide transport from Mr D's address because it was in another council’s area.
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Shropshire Council (24 012 132)
Statement Closed after initial enquiries Drainage 11-Aug-2025
Summary: We will not investigate this complaint about drainage because we could not add to any previous investigation by the organisation and further investigation would not lead to a different outcome.
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Birmingham City Council (24 013 089)
Statement Upheld Allocations 11-Aug-2025
Summary: Mr B complained about the Council closing his housing applications. We find that the Council delayed assessing Mr B’s first application, closed his application as incomplete without specifying which documents he had not provided, and wrongly closed his second application as incomplete when he had provided all the necessary documents. This caused Mr B avoidable frustration and inconvenience. The Council has agreed to apologise, make a symbolic payment to Mr B and backdate his award and registration date.
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Birmingham City Council (24 013 128)
Statement Upheld Allocations 11-Aug-2025
Summary: Ms B complained that the Council failed to consider evidence she provided to support her request for additional priority on the Council’s housing register. We find the Council failed to properly assess her housing needs. This caused Ms B frustration and inconvenience, as well as uncertainty about whether she could have moved to suitable accommodation by now if there had been no fault. The Council has agreed to carry out a proper assessment, apologise and make a payment to Ms B. It has also agreed to make service improvements.
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Eastbourne Borough Council (24 020 937)
Statement Upheld Homelessness 11-Aug-2025
Summary: Miss X complained the Council wrongly closed her homelessness case without telling her and refused to investigate her complaint about this. We found the Council at fault for not telling Miss X it closed her homelessness case, for its poor record-keeping and for not investigating her complaint. These faults caused injustice to Miss X. The Council has agreed to apologise, backdate the start date of her new homelessness case to the date of her original application and make a payment to recognise the distress caused to her. It has also agreed to make changes to improve its service.
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Nottinghamshire County Council (24 021 176)
Statement Upheld Trading standards 11-Aug-2025
Summary: Mrs X complained the Council did not properly decide whether to prosecute a trader she complained about. We found the Council was at fault as it did not keep records showing how it decided not to prosecute the trader. To remedy the injustice caused the Council agreed to apologise to Mrs X and ensure it keeps records of its decision making in future.
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Elmbridge Borough Council (25 000 220)
Statement Upheld Homelessness 11-Aug-2025
Summary: We will not investigate this complaint about wrongful eviction and the suitability of temporary accommodation. This is because the injustice has already been remedied through the council’s complaint process, and it would have been reasonable for Mr X to appeal the suitability of his temporary accommodation to the County Court.
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London Borough of Sutton (25 001 220)
Statement Closed after initial enquiries Homelessness 11-Aug-2025
Summary: We will not investigate Miss X’s complaint about the suitability of Mr Y’s temporary accommodation. It was reasonable for Mr Y to use his review and appeal rights. We also will not investigate Miss X’s complaint about remarks made by an officer to Mr Y. The Council apologised for the offence caused to Mr Y which was an appropriate and proportionate remedy.