London Borough of Bromley (25 019 366)

Statement Upheld Enforcement 29-Mar-2026

Summary: We have upheld Miss X’s complaint that the Council failed to act when she reported planning enforcement concerns. We found fault because the Council said her reports were accidentally overlooked. The Council has agreed to apologise, make a symbolic payment, and investigate her concerns. This provides a proportionate remedy for the injustice caused.

London Borough of Bromley (25 010 368)

Statement Upheld Special educational needs 26-Mar-2026

Summary: Ms X complained the Council delayed issuing her son’s Education, Health and Care Plan following an annual review. Based on current evidence, the Council is at fault for delays in the annual review process. This caused Ms X distress and uncertainty, and a loss of provision to her son. The Council has agreed to apologise to Ms X and make a symbolic payment.

London Borough of Bromley (25 009 677)

Statement Upheld Special educational needs 25-Mar-2026

Summary: The Council was at fault for failing to provide Mrs X with the funds to commission her child, W’s, education for one term. It was also at fault for failing to include necessary information in W’s Education, Health and Care (EHC) Plan. The faults meant W missed out on education and caused Mrs X avoidable frustration. The Council will apologise, make a symbolic payment and amend its policy on EHC Plan personal budgets.

London Borough of Bromley (25 002 743)

Statement Upheld Enforcement 20-Mar-2026

Summary: Mr X complains about the Councils actions in relation to enforcement action taken against him. Mr X also says the Council failed to take enforcement action against a business near his property. Mr X has also complained that the Council added him to its Cautionary Contacts Register and failed to allow him a chance to appeal. Mr X also says the Council has provided inconsistent information about the way files could be sent/received by it. Mr X says this has caused him distress. We have found fault in the actions of the Council for failing to keep Mr X updated with any action it was taking about a planning enforcement issue he reported. The Council has agreed to write to Mr X to apologise.

London Borough of Bromley (25 007 231)

Statement Upheld Homelessness 13-Mar-2026

Summary: Mr X complained how the Council handled his homeless applications. He also complained the Council repeatedly closed his applications to join the housing register. We find the Council was at fault for its delays in dealing with Mr X’s homeless application. This caused Mr X frustration and upset. The Council has agreed to make a payment to Mr X and backdate his effective date on the housing register.

London Borough of Bromley (24 023 042)

Statement Upheld Assessment and care plan 03-Mar-2026

Summary: We upheld a complaint made on behalf of Mr C, finding the Council delayed in carrying out an assessment of his social care needs. It also communicated poorly with him and his representative at times, while he waited for the assessment to begin. This caused injustice to Mr C as he did not receive the care and support he needed and he experienced unnecessary distress. The Council has accepted these findings and at the end of this statement we set out action it agreed to take to remedy that injustice and improve its service.

London Borough of Bromley (25 016 285)

Statement Upheld Housing benefit and council tax benefit 02-Mar-2026

Summary: We will not investigate this complaint about the Council’s recovery of a housing benefit overpayment. This is because at our invitation the Council has agreed to make a symbolic payment to Mr X. We consider this a suitable remedy.

London Borough of Bromley (25 003 808)

Statement Upheld Special educational needs 26-Feb-2026

Summary: Miss X complained the Council delayed the handover of her child’s Education, Health and Care Plan (EHC Plan), delayed the subsequent annual review, failed to issue the amended EHC Plan and failed to make appropriate alternative provision. There is evidence of delays and lack of action causing distress, anxiety and isolation. A financial remedy for the missed education provision is agreed.

London Borough of Bromley (25 004 321)

Statement Upheld Special educational needs 06-Feb-2026

Summary: The Council failed to ensure Miss X’s daughter, Miss Z received Maths tuition and Speech and Language provision in line with her Education, Health and Care (EHC) Plan between 2024 and 2025. It also delayed amending Miss Z’s EHC Plan following an annual review in December 2024 by 23 weeks. The Council agreed to apologise to Miss X and Miss Z and make a payment to acknowledge the injustice caused.

London Borough of Bromley (25 000 778)

Statement Upheld Charging 28-Jan-2026

Summary: Mrs X complained about a decision to charge a top-up fee for her mother’s care home placement. She said the organisations did not offer her mother a suitable alternative that was within budget. We found no fault with the organisations’ decision to charge a top‑up fee. We did find that Mrs X’s mother’s best interests were not considered sooner, after her capacity to understand decisions about her care declined. This meant top-up fees were charged for longer than needed. We recommended the organisations reduce the top-up fees they have invoiced for.