London Borough of Croydon (18 011 542)

Statement Upheld Private housing 01-May-2019

Summary: Mrs X complained the Council failed to take appropriate action over the poor state of her property. She also complained the Council failed to award her medical priority points when she made a housing application. There was no fault in the action the Council took in relation to the state of Mrs X’s property. There was some fault in how the Council dealt with Mrs X’s housing application but this did not cause her a significant injustice.

London Borough of Croydon (18 010 983)

Statement Upheld Charging 14-May-2019

Summary: Ms T complains that the Council failed to tell her she would have to pay for the cost of her care when she needed support following a fractured knee and that the charges are incorrect. She also says the Council delayed in sending her a financial assessment form and invoices. The Ombudsman finds the Council delayed in issuing invoices to Ms T but this did not cause her a significant injustice. The Ombudsman does not uphold the remainder of Ms T’s complaints.

London Borough of Croydon (18 013 019)

Statement Upheld Antisocial behaviour 31-May-2019

Summary: Mr C says the Council failed to properly investigate or take action on his complaint about noise nuisance and antisocial behaviour and failed to follow its complaints procedure. The Council delayed beginning an investigation, failed to keep Mr C up-to-date and was unclear in its communications with him. That led him to having to go to time and trouble to pursue his complaint and raised his expectations. There is no fault in the Council’s decision not to take further action though. An apology to Mr C and small payment is satisfactory remedy for the injustice caused.

London Borough of Croydon (18 012 270)

Statement Upheld Planning applications 26-Jun-2019

Summary: The Council properly publicised a planning application. However, it did not properly record its assessment of the proposed development on the complainant’s enjoyment of their home, which was fault. This caused limited harm to the complainant.

London Borough of Croydon (18 014 896)

Statement Upheld Refuse and recycling 27-Jun-2019

Summary: Mr X complained about missed waste collections between February and December 2018. This resulted in infestations and he needed to keep the windows of his flat closed due to the smell. The Council is at fault for missed collections and failing to return to collect the bins after missed collections were reported. It is also at fault for the delay in replacing damaged bins. It should apologise and pay Mr X £200 for the injustice caused.

London Borough of Croydon (18 016 757)

Statement Upheld Council tax 27-Jun-2019

Summary: Mr B, complains that following a long history of queries about council tax and benefits, the Council failed to recall a council tax debt from bailiffs when a special payment arrangement was put in place in August 2017. Bailiff action took place as a result, causing distress. The Ombudsman finds there was fault by the Council both in the recovery process and in its complaint handling. That led to injustice for Mr B, for which a remedy has been agreed.

London Borough of Croydon (18 015 792)

Statement Upheld Council tax 09-Jul-2019

Summary: The Council failed to tell Ms X about the Valuation Tribunal when she disputed liability for council tax. Instead it took unnecessary and distressing enforcement action against her for two years. The Council wrongly told the Social Services Department of the council Ms X had moved to that it was investigating her for council tax fraud. This caused further distress. To put this right the Council will apologise to Ms X and pay her a financial remedy for the distress, time and trouble it caused. The Council should also tell the Ombudsman how it will ensure it properly handles council tax liability disputes in future.

London Borough of Croydon (18 016 105)

Statement Upheld Assessment and care plan 17-Jul-2019

Summary: There was fault in the Council’s handling of a request for a care assessment, as it delayed completing the assessment for nearly four years. This has caused a serious injustice, which the Council has agreed to remedy. It has also agreed to review its handling of the matter to determine the reason behind the delay.

London Borough of Croydon (18 015 265)

Statement Upheld Special educational needs 12-Aug-2019

Summary: Mrs F complains the Council failed to provide her son with suitable education. The Ombudsman has not found fault. The Council has already apologised for a delay in dealing with Mrs F’s complaint.

London Borough of Croydon (18 019 095)

Statement Upheld Parking and other penalties 14-Aug-2019

Summary: The complainant says the Council failed to note and act upon a change of address. The complainant says this resulted in enforcement agents clamping his car. The complainant missed a hospital appointment and took unplanned time away from work to visit the Council and resolve the dispute. The Council says it had used the wrong information, apologised to the complainant but did not consider any further remedy. The Ombudsman finds the Council at fault and recommends a remedy.