London Borough of Croydon (24 007 083)

Statement Upheld Homelessness 02-Apr-2025

Summary: We have found the Council at fault for failing to provide Miss X and her family with suitable accommodation for an extended period of time. This caused them avoidable injustice. The Council has agreed to remedy this injustice.

London Borough of Croydon (24 018 607)

Statement Upheld Charging 06-Apr-2025

Summary: We will not investigate this complaint about funding for adult social care in a care home. The Council delayed deciding on ordinary residence. The Council has apologised and will improve future service, but the delay does not make the decision wrong. It is unlikely the Ombudsman could add to the Council’s investigation or reach a different outcome. We cannot tell the Council it must provide funding.

London Borough of Croydon (24 009 654)

Statement Upheld Assessment and care plan 13-Apr-2025

Summary: Miss X complains the Council has failed to assess her needs as her son’s carer properly, leaving her without support. The Council was at fault over the way it did her 2024 carer’s assessment. It needs to apologise, make a symbolic payment to her, and reassess her needs as her son’s carer. The Council also needs to take action to improve its working practices.

London Borough of Croydon (24 009 003)

Statement Upheld Charging 15-Apr-2025

Summary: Mrs X complained, on behalf of her husband Mr X, about how the Council dealt with her request for help with Mr X’s care home placement. There was fault in how the Council assessed Mr X’s needs and how it planned his care and support. This led to significant avoidable distress to Mr X and Mrs X; and also affected Mr X’s mental health. The Council agreed to apologise, issue an amended care and support plan for Mr X, and pay both Mr and Mrs X a financial remedy. It also agreed to review its practices and arrange training for its staff.

London Borough of Croydon (24 019 944)

Statement Upheld Assessment and care plan 01-May-2025

Summary: We will not investigate this complaint about communication failures by the Council during a stressful adult social care case. The Council has apologised to the complainant and addressed the concerns with relevant staff to improve future service. We are satisfied with the actions already taken; it is unlikely an Ombudsman investigation would add to this or achieve a different outcome.

London Borough of Croydon (24 005 585)

Statement Upheld Homelessness 05-May-2025

Summary: Miss B complained that the Council mishandled her homelessness application. We have found the Council at fault for delays in processing Miss B’s application and providing inconsistent information. These faults caused Miss B uncertainty, distress and frustration. The Council has agreed to apologise to Miss B, make a symbolic payment and complete service improvements to remedy the injustice caused.

London Borough of Croydon (24 023 228)

Statement Upheld Parking and other penalties 14-May-2025

Summary: We will not investigate this complaint about a Penalty Charge Notice because the Council will make a symbolic payment to the complainant.

London Borough of Croydon (24 001 076)

Statement Upheld Homelessness 15-May-2025

Summary: Mr X complained the Council delayed processing his homeless application and it did not taken any action to help him in line with its duties. We find the Council was at fault for its delays in dealing with Mr X’s homeless application and its failure to provide him with interim accommodation. These faults caused Mr X frustration and distress, and he was deprived of suitable accommodation. The Council has agreed to our recommendations to apologise to Mr X and make payments to reflect his injustice.

London Borough of Croydon (24 012 078)

Statement Upheld Refuse and recycling 21-May-2025

Summary: Mrs X complained the Council provided an inadequate refuse service for her clinical waste. The Council was at fault for poor record keeping, failing to investigate Mrs X’s concerns appropriately and for providing inaccurate information about changes to its service. This caused Mrs X avoidable frustration and uncertainty for which the Council will apologise and pay £150. It will also update the information available to residents on what waste can go in general waste bins.

London Borough of Croydon (24 009 141)

Statement Upheld Enforcement 29-May-2025

Summary: Mrs X complained that the Council wrongly approved a planning application for a development next to her property. There was no evidence of fault in how the Council considered the planning application. The Council delayed in dealing with Mrs X’s complaint at stage two of its complaints procedure which caused frustration to her. The Council has apologised to Mrs X for the delay which was an appropriate and proportionate remedy.