London Borough of Croydon (23 015 289)

Statement Upheld Refuse and recycling 30-Jun-2024

Summary: Mr X complained the Council delayed providing him with replacement waste bins. He also complained the Council discriminated against him because of his disability when he tried to make a complaint about the delay. Mr X says the Council’s actions caused him avoidable inconvenience and distress. We found fault by the Council. The Council has agreed to apologise to Mr X and provide a financial remedy.

London Borough of Croydon (23 016 811)

Statement Upheld Charging 14-Jul-2024

Summary: There was delay by the Council in telling a family of the cost of care for Mr X in his home. The family were made aware there would be a financial contribution towards the care costs and had previously decided they did not wish to arrange care through the Council because of this. The Council has already offered a remedy of an apology, an offer to carry out a financial reassessment and an offer of a payment plan so no further action will be taken as the injustice has been remedied before the complaint was made to the Ombudsman.

London Borough of Croydon (23 005 990)

Statement Upheld Antisocial behaviour 17-Jul-2024

Summary: Mr D says the Council failed to properly investigate his concerns about noise and anti-social behaviour. We have found evidence of fault by the Council and upheld the complaint. We have completed the investigation because the Council agrees to the provide staff training and pay redress to Mr D.

London Borough of Croydon (23 018 510)

Statement Upheld Assessment and care plan 21-Jul-2024

Summary: Mr X complained the Council stopped both Mr Y’s social care funding and Staying Put funding. Mr X says this stop in funding has undermined Mr Y’s welfare and the stability of his placement. On the evidence seen, we found fault with the Council delaying completion of a suitable care assessment and financial assessment for Mr Y. The Council agreed to backdate Mr Y’s direct payments to 3 January 2024. The Council also agreed to apologise to Mr Y and pay him £400 for the inconvenience cause. We also found fault with the Council failing to complete satisfactory long-term planning for Mr Y’s transition from Staying Put funding. The Council agreed to complete the Shared Lives process for Mr Y. The Council has offered to extend the Staying Put funding to 31 March 2024 and backdate the Shared Lives funding to 1 April 2024; we consider this a suitable offer to address the injustice caused by the Council’s fault. The Council also agreed to apologise to Mr X and pays him £300 for the frustration and distress caused.

London Borough of Croydon (23 017 657)

Statement Upheld Parking and other penalties 30-Jul-2024

Summary: Ms X complained about the way the Council dealt with two Penalty Charge Notices it issued against her and the way the Council sought to recover the debt. We have not found the Council at fault for how it dealt with the Penalty Charge Notices and its decision to take enforcement action, however there was some fault with how the Council communicated with Ms X. The Council agreed to apologise to Ms X to remedy the injustice caused.

London Borough of Croydon (23 015 543)

Statement Upheld Enforcement 12-Aug-2024

Summary: Mr X complained about the Council’s actions in relation to alleged planning control breaches at a development near to his home and about poor communication. We found fault because the Council did not act in a timely manner when beginning its investigation into the breaches and its communication was poor overall. To remedy the injustice caused by this fault, the Council has agreed to apologise, make a payment to Mr X and issue reminders to relevant officers.

London Borough of Croydon (23 019 545)

Statement Upheld Commercial and contracts 20-Aug-2024

Summary: Mr B complained that the Council had failed to take effective action to stop a resident blocking access to his garage. It had also failed to respond to his communications about the problems or refund the garage rent despite promising to do so. We have found fault in the Council’s actions causing Mr B an injustice. The Council has taken action to stop the anti-social behaviour, to refund the past rent to Mr B and freeze ongoing payments. It has also agreed to apologise to him, make a symbolic payment of £300 and improve its record-keeping for the future

London Borough of Croydon (23 018 004)

Statement Upheld Special educational needs 12-Sep-2024

Summary: Mrs X complained about the Council’s handling of her child, Y’s, Education, Health, and Care plan. The Council was at fault for delays consulting schools and putting tuition in place for Y, and for its poor communication early on. It agreed to provide a remedy for the term of education Y missed. It also agreed to carry out a review of Y’s plan.

London Borough of Croydon (23 017 200)

Statement Upheld Antisocial behaviour 25-Sep-2024

Summary: The Council has already accepted fault for delay investigating Mr X’s reports of anti-social behaviour and delay dealing with his complaint. The remedy it offered in response to the complaint, an apology and symbolic payment, is suitable to remedy the injustice caused. There was no fault in the Council’s investigation of the ASB or its decision not to take action against the alleged perpetrators.

London Borough of Croydon (23 018 324)

Statement Upheld Homelessness 30-Sep-2024

Summary: Miss X complains the Council did not properly review the suitability of temporary accommodation it provided her when she was homeless, when she asked it to. It also did not properly consider her priority on its housing register. There was fault by the Council which caused Miss X to remain in bed and breakfast accommodation that was unsuitable for her, which caused her distress. The Council agreed to apologise, pay a financial remedy, reconsider Miss X’s housing priority, and produce an action plan to address faults identified in this case.