London Borough of Barnet (24 008 727)

Statement Upheld Allocations 09-Apr-2025

Summary: Miss X complained she was in unsuitable accommodation and the Council made mistakes when offering her a property on three occasions. She also complained about poor communication. Miss X said the Council’s actions distressed her. There was fault in the way the Council delayed completing the suitability review. The Council did not evidence it considered its power to accommodate people during the review. The Council fault caused Miss X uncertainty. The Council has agreed to apologise, make a financial payment and issue guidance to its staff.

London Borough of Barnet (24 013 315)

Statement Upheld Other 21-Apr-2025

Summary: Miss X complained about a lack of social care support for her disabled child, Y. The Council failed to investigate Miss X’s complaint under the statutory children’s complaints procedure. The Council has now started an investigation under the statutory procedure. It agreed to apologise to Miss X and pay her £100 to acknowledge the frustration and time and trouble caused to her.

London Borough of Barnet (24 001 743)

Statement Upheld Special educational needs 27-Apr-2025

Summary: Ms X complained the Council did not fully deliver provision set out in her son’s Education, Health and Care Plan. We found fault because her son did not receive all of the provision linked to his plan in the 12 months after it was first issued. This caused Ms X avoidable distress and frustration. It also meant her son did not access the services he should have done. To remedy the injustice caused, the Council has agreed to apologise to Ms X, make a payment to her, organise sessions to catch up on what her son missed and issue reminders to relevant staff.

London Borough of Barnet (24 020 731)

Statement Upheld Homelessness 12-May-2025

Summary: We will not investigate Ms X’s complaint the Council placed her in unsuitable accommodation for 13 months and delayed in applying the correct priority band to her housing register application. This is because the Council has already appropriately remedied the faults accepted and an investigation would not lead to any further findings or recommendations.

London Borough of Barnet (24 019 821)

Statement Upheld Homelessness 21-May-2025

Summary: Ms X complained about the homelessness support the Council provided after she became homeless. We have upheld her complaint the Council delayed completing a suitability review and left her in unsuitable accommodation for too long. The Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.

London Borough of Barnet (24 013 744)

Statement Upheld Homelessness 28-May-2025

Summary: Miss D complained the Council placed her unsuitable accommodation. I have upheld the complaint because the Council failed to follow procedures resulting in Miss D being left in unsuitable accommodation for at least six months. The Council has agreed to pay Miss D redress and to make service improvements.

London Borough of Barnet (24 007 489)

Statement Upheld Special educational needs 09-Jun-2025

Summary: Mr X complained the Council did not fully deliver provision set out in his son’s Education, Health and Care Plan, or carry out its annual review on time. We found fault because his son did not receive all of the provision linked to his plan in the 12 months after it was first issued and the annual review did not take place in a timely manner. This caused Mr X avoidable distress, frustration and uncertainty. It also meant his son did not access the services he should have done. To remedy the injustice caused, the Council has agreed to apologise to Mr X, makes a payment to him, organise catch up sessions for his son and complete the annual review of his plan.

London Borough of Barnet (24 013 834)

Statement Upheld Homelessness 12-Jun-2025

Summary: Mr X complained on behalf of Mrs Y about the Council’s handling of events around Mrs Y’s homelessness application and provision of interim and temporary accommodation. We found the Council was at fault for failing to properly keep the suitability of Mrs Y’s accommodation under review, including after reports of anti-social behaviour and harassment. The Council agreed to apologise and pay a symbolic financial remedy for the distress caused by the time Mrs Y spent in unsuitable accommodation.

London Borough of Barnet (24 009 412)

Statement Upheld Special educational needs 16-Jun-2025

Summary: Miss X complained about the Council’s handling of her son, Y’s education since 2022. The Council was at fault. It failed to ensure Y received some of his specialist provision outlined in his Education, Health and Care (EHC) Plan between September 2023 and October 2024 and delayed holding Y’s annual review and issuing the amended Plan. The Council agreed to make payments to acknowledge the impact this had on Y’s education and social development and for the distress and uncertainty caused to Miss X.

London Borough of Barnet (25 004 746)

Statement Upheld Other 23-Jun-2025

Summary: We will not investigate Ms X’s complaint about the actions of the Council when she registered her father’s death. Further investigation would not lead to a different outcome.