London Borough of Croydon (24 021 334)

Statement Upheld Homelessness 27-Mar-2026

Summary: The Council was at fault for delays in the way it dealt with Ms X’s homelessness and in reviewing the suitability of her accommodation. The Council has agreed to apologise and make a payment to acknowledge the distress, frustration and delayed appeal rights this caused.

London Borough of Croydon (25 002 070)

Statement Upheld Homelessness 25-Mar-2026

Summary: Mrs D complains about the handling of her homelessness application. I have found some fault by the Council including a failure to include medical needs information in the personalised housing plan. The Council has agreed to apologise to Mrs D and pay redress for avoidable time and trouble caused by delays and errors.

London Borough of Croydon (25 004 635)

Statement Upheld Domiciliary care 25-Mar-2026

Summary: Miss Y complained on behalf of her relative, Ms X, that the Council failed to safeguard Ms X from neglect by her care provider. She said carers did not always stay for the full visit time, did not complete tasks and Ms X did not always have adequate food. Miss Y also said the Council suggested she had a conflict of interest when acting as Ms X’s advocate and did not properly investigate her concerns. We found there is no significant injustice caused by any fault in the Council’s actions.

London Borough of Croydon (25 009 045)

Statement Upheld Special educational needs 23-Mar-2026

Summary: The Council was at fault for failing to ensure Ms X’s child Y received the Speech and Language Therapy (SALT) in their Education, Health and Care Plan between January 2025 and February 2026 and Occupational Therapy between January 2025 and November 2025. Poor communication from the Council during that time added to Ms X’s frustration. The Council has agreed to ensure SALT provision is secured for Y, apologise to Ms X and make a payment to acknowledge her frustration and the impact on Y of the missed provision. It will also provide an update on its commissioning arrangements to ensure these can meet requirements for SALT and OT provision.

London Borough of Croydon (24 022 233)

Statement Upheld Homelessness 13-Mar-2026

Summary: The Council was at fault for failing to provide interim accommodation or to accept the relevant homelessness duties when Miss X approached it for assistance when she was homeless after fleeing domestic abuse. This meant Miss X was left without accommodation for two months. The Council should apologise to Miss X and make a payment to acknowledge the distress and frustration caused.

London Borough of Croydon (25 017 150)

Statement Upheld Homelessness 13-Mar-2026

Summary: The Council failed to act when Miss X told it she was threatened with homelessness and then delayed accepting its homelessness duty and reviewing the suitability of its accommodation offer. This caused Miss X a period of uncertainty and then resulted in Miss X and her three children being street homeless for six months. This caused Miss X and her family severe distress. The Council has agreed to apologise and make a payment to Miss X.

London Borough of Croydon (25 017 906)

Statement Upheld Other 10-Mar-2026

Summary: We will not investigate this complaint about delay to the second stage of a children’s statutory complaint. This is because the Council have already remedied the injustice in its complaint response.

London Borough of Croydon (25 005 953)

Statement Upheld Special educational needs 04-Mar-2026

Summary: The Council’s different departments failed to work collaboratively to plan for Ms Y’s transition to adult care services from an Education, Health and Care (EHC) Plan. The Council failed to consider an interim review of Ms Y’s EHC Plan and to ensure it met her eligible care needs. It also failed to properly respond to Ms Y’s parents’ (Mr and Mrs X) complaint. This caused Ms Y distress and uncertainty and Mr and Mrs X time and trouble pursuing the matter. The Council has agreed to apologise, make a payment to Ms Y and Mr and Mrs X, and carry out a review that considers both Ms Y’s education and social care needs.

London Borough of Croydon (25 001 720)

Statement Upheld Homelessness 27-Feb-2026

Summary: The Council was at fault for a four-month delay in carrying out an assessment after Mr X approached the Council as homeless. It also failed to provide interim accommodation whilst it carried out homeless inquiries and issue a main housing duty decision. The Council has agreed to apologise, pay Mr X £1050 and review its procedures to remedy the injustice caused.

London Borough of Croydon (24 016 131)

Statement Upheld Traffic management 13-Feb-2026

Summary: Mr X complained about the Council’s failure to deal with obstructions on the road near his home that prevented lawful parking. We found fault in the Council’s handling of the obstructions, which as a person with restricted mobility, caused Mr X avoidable distress when seeking to park close to his home. To address the injustice, the Council agreed to apologise, explain how it would respond to the obstructions, and make a symbolic payment to Mr X.