London Borough of Camden (21 009 953)

Statement Upheld Allocations 15-May-2022

Summary: Miss X complained about how the Council considered her application to join the housing register and for failing to consider reasonable adjustments. There was fault in how the Council communicated its decision not to allow Miss X to join the housing register, and when it delayed in reviewing that decision. The Council agreed to pay Miss X £400 to recognise the injustice caused by the faults. There was no fault in how the Council allocated Miss X housing points or how it considered the reasonable adjustment she requested.

London Borough of Camden (21 015 363)

Statement Upheld Allocations 16-May-2022

Summary: Ms X complained the Council delayed reviewing her housing priority after she submitted new medical information in February 2021. She says the delay caused distress and meant she missed out on properties. The Council was at fault. It has accepted it took too long to review the information and apologised to Ms X for this. It will now pay her £200 in recognition of the distress and uncertainty caused.

London Borough of Camden (21 013 025)

Statement Upheld Noise 30-May-2022

Summary: The Ombudsman found fault by the Council on Ms K’s complaint about how it responded to her reports of noise nuisance. It failed to: respond to her query about a breach of bylaw: give her examples of her behaviour it was concerned about either in its first email or in the initial warning letter; deal with her formal complaint under its complaints procedure properly. The agreed action remedies the injustice caused.

London Borough of Camden (21 002 190)

Statement Upheld Allocations 06-Jun-2022

Summary: Mrs X complained the Council placed her in housing out of borough and now says she isn’t eligible for the housing register as she doesn’t meet the local connection criteria. The Council was at fault for its poor communication and delayed response to her review request. The fault raised Mrs X’s expectations. The Council has agreed to remedy her injustice.

London Borough of Camden (20 012 640)

Statement Upheld Other 10-Jul-2022

Summary: Mr X complained about the Council’s lack of children’s social care support for his family after it carried out an Early Help assessment in 2019 and the actions of a social worker working with the family. There was no fault in how the Council completed the Early Help assessment. The Council appropriately investigated his complaint about the social worker’s actions under the children’s statutory complaints procedure, but there was some delay during the complaints process. The Council agreed to pay Mr X £250 to recognise the frustration caused by this.

London Borough of Camden (22 000 208)

Statement Upheld Other 15-Sep-2022

Summary: Miss X complains the Council unfairly placed her on its Unreasonable Complainant Behaviour register. Although we have not seen any evidence of fault in the Council’s decision to place Miss X on the register, we cannot see that it considered an appeal from Miss X in line with its policy, and we have therefore made a finding of fault. The Council has agreed to the recommendations we proposed.

London Borough of Camden (21 008 097)

Statement Upheld Fostering 25-Oct-2022

Summary: Ms B complained how the Council handled concerns she raised about its handling of her foster care placement. We find the Council was at fault as it significantly delayed responding to Ms B’s complaint. It also failed to provide the stage two officers with all the relevant files, and it wrongly interpreted some of her concerns. This means her complaint has not been considered properly. The Council has agreed our recommendations to address the injustice caused by fault.

London Borough of Camden (21 018 120)

Statement Upheld Covid-19 03-Nov-2022

Summary: Mr C complained on behalf of a retail business that a review undertaken by the Council, following an earlier Ombudsman investigation, had wrongly upheld a decision that a branch of the business was not entitled to a Retail, Hospitality and Leisure grant. While we had concerns about the Council’s review decision, justifying a finding of fault, we did not find this would have led to a different outcome. So, we found there could be no injustice in the refusal of the grant on review.

London Borough of Camden (22 000 368)

Statement Upheld Homelessness 08-Dec-2022

Summary: Miss X complains the Council failed to make sure the managing agent of her temporary accommodation provided a satisfactory repairs service. She says, due to persistent issues with her immersion heater and the managing agent’s failure to resolve these, she received a very high energy bill. The Council has already accepted some fault around the handling of the disrepair issues and its handling of Miss X’s complaint. However, we find the Council failed to assess the affordability of the temporary accommodation. We find the Council has suitably remedied the injustice caused by delays in the complaint handling. However, the Council has also agreed to make Miss X a higher payment than the one offered for the disrepair issues and apologise to her to remedy the injustice she experienced. The Council has agreed to carry out several related service improvements.

London Borough of Camden (22 004 833)

Statement Upheld School transport 19-Dec-2022

Summary: Mr Y complained the Council unreasonably refused his application for a free school travel pass for his daughter. We found fault in how the Council consider his application. But this fault did not alter the outcome of Mr Y’s application and so we have completed our investigation.