London Borough of Camden (22 007 121)

Statement Upheld Antisocial behaviour 27-Apr-2023

Summary: Ms B says the Council failed to act on antisocial behaviour from a neighbouring resident and failed to respond to her complaint. There is no evidence of fault in how the Council dealt with the antisocial behaviour issues. However, the Council failed to keep Ms B up-to-date and respond to her correspondence and delayed responding to her complaint. An apology, payment to Ms B and training for officers is satisfactory remedy.

London Borough of Camden (22 008 774)

Statement Upheld Assessment and care plan 03-May-2023

Summary: Mrs F complained about the Council’s handling of her grandmother’s interim care arrangements in a care home and the discharge planning from hospital. The Council agreed it had provided incorrect information about paying for the care and agreed to pay the care home directly. We found there was not enough evidence of fault in how it handled the hospital discharge, but there was fault in how it communicated with Mrs F and its complaints handling. The Council agreed to apologise and make payment to remedy the injustice this caused her.

London Borough of Camden (22 011 782)

Statement Upheld Council tax 10-May-2023

Summary: Miss X complained the Council closed her council tax account in error which led to a build-up of debt. The Council was at fault for closing the account and for failing to consider using its discretion to reduce Miss X’s council tax bill. The Council has agreed to pay Miss X £150 in recognition of the distress caused and offer Miss X the opportunity to apply for a discretionary reduction to reduce the council tax owed.

London Borough of Camden (22 012 415)

Statement Upheld Allocations 07-Jun-2023

Summary: Mrs X complained the Council did not award enough points for overcrowding on her housing register application. The Council awarded points in line with its housing allocation scheme. However the Council was at fault for the delay in issuing its review decision and for not explaining the information it relied on when it made that decision. The Council will apologise to Mrs X for the frustration caused and review its process.

London Borough of Camden (22 011 895)

Statement Upheld Homelessness 16-Jul-2023

Summary: Ms X complains about how the Council dealt with her application for the housing register. The Council is at fault as it did not respond to Ms X’s request for the Executive Director to consider if she had exceptional circumstances and failed to tell her that it would not consider her complaint. The Council has agreed to remedy the injustice to Ms X by sending a written apology, making a symbolic payment of £200 to acknowledge the distress caused and considering whether Ms X has exceptional circumstances to join the housing register.

London Borough of Camden (22 016 407)

Statement Upheld Parking and other penalties 06-Sep-2023

Summary: Ms X complained about the way the Council handled a penalty charge notice and her appeal. She complained the Council refused to allow her to complain over the phone, which breached its equality duty, and it responded to her complaint poorly. Ms X said this caused physical pain due to her disabilities because she had to put her complaint in writing. We find the Council at fault, and this caused Ms X injustice. We are satisfied that the Council has already apologised. The Council has agreed to make a payment to Ms X to reflect the injustice, and make improvements to its service.

London Borough of Camden (22 016 404)

Statement Upheld Homelessness 14-Sep-2023

Summary: The Council was at fault for poor communication, delay accepting homelessness duties, and providing unsuitable B&B accommodation to Ms X when she was homeless with her young baby. The Council has agreed to apologise, make payments to Ms X, and act to improve its services.

London Borough of Camden (22 011 889)

Statement Upheld Other 17-Sep-2023

Summary: Mr X complained about insufficient action taken by the Council regarding concerns he raised about anti-social behaviour near his property. We have concluded our investigation having made a finding of fault. Whilst I acknowledge the Council considered Mr X’s case and took steps to resolve his concerns, the Council failed to keep Mr X sufficiently updated nor did it provide him with information about the Community Trigger Process. The Council have agreed to our recommendations.

London Borough of Camden (23 005 663)

Statement Upheld Refuse and recycling 23-Oct-2023

Summary: Ms X complained that although she should receive assisted collections the Council has repeatedly failed to collect her household and recycling waste since November 2022. The failings in the assisted collection service the Council provided to Ms X are fault. This Council has agreed to apologise, make a financial payment and monitor Ms X’s waste collections.

London Borough of Camden (23 007 502)

Statement Upheld Looked after children 08-Jan-2024

Summary: Mr B complained that the Council in respect of his statutory complaint about children’s services, had failed to recognise the injustice caused by the identified fault and failed to offer a sufficient payment to put matters right. We concluded the Council should increase the payment from £280 to £480.