London Borough of Ealing (24 008 943)

Statement Upheld Homelessness 29-May-2025

Summary: Mr X complained about the way the Council dealt with his homelessness. The Council was at fault for delays in reaching decisions on Mr X’s application and for not offering interim accommodation. It has agreed to apologise and make a payment to Mr X to acknowledge the extra time he spent in unsuitable accommodation. It has also agreed to provide training or guidance for staff.

London Borough of Ealing (24 012 421)

Statement Upheld Special educational needs 01-Jun-2025

Summary: Ms D complained the Council has failed to put provision in her daughter’s Education, Health and Education Plan in place. We found the Council is at fault. The Council has apologised and made a symbolic payment in recognition of the injustice caused. We do not consider any further remedy is due.

London Borough of Ealing (24 016 130)

Statement Upheld Charging 03-Jun-2025

Summary: We have upheld Mr X’s complaint about the Council’s handling of the charges for his adult social care. The Council has agreed to take appropriate steps to remedy the uncertainty caused.

London Borough of Ealing (24 014 229)

Statement Upheld Homelessness 08-Jun-2025

Summary: We will not investigate Mr X’s complaint about the Council’s offer of accommodation. It would have been reasonable for Mr X to ask the Council for a review.

London Borough of Ealing (24 013 692)

Statement Upheld Homelessness 24-Jun-2025

Summary: Ms D complained the Council failed to provide assistance with her homelessness application. I have found fault by the Council causing Ms D avoidable distress. The Council has agreed to pay redress to Ms D and make service improvements.

London Borough of Ealing (24 017 580)

Statement Upheld Homelessness 06-Jul-2025

Summary: Ms D complained the Council failed to verify a property offer and did not review the suitability of temporary accommodation. I have found fault by the Council because it failed to clarify whether Ms D was seeking a suitability review. The Council has agreed to pay redress to Ms D for this lost opportunity.

London Borough of Ealing (24 011 887)

Statement Upheld Homelessness 10-Jul-2025

Summary: Mr X complained that the Council left him and his family in unsuitable accommodation for more than a year. We found that the Council was at fault in failing to move the family to suitable accommodation. This caused them injustice, particularly in terms of the needs of their disabled child. The Council has agreed to the recommendations we made to remedy this injustice.

London Borough of Ealing (24 012 409)

Statement Upheld Allocations 10-Jul-2025

Summary: Mr O complained on behalf of Ms X that the Council removed her from its housing register without properly considering her medical needs. Mr O said Ms X’s property has a severely negative impact on her due to past traumas and is impacting her mental health significantly. We find the Council at fault and this caused injustice. The Council has agreed to make a fresh decision.

London Borough of Ealing (24 016 625)

Statement Upheld Allocations 10-Jul-2025

Summary: We found fault on Ms Y’s complaint about the Council’s delay dealing with the information submitted in support of her request for a higher banding under its housing allocation scheme. It failed to show officers reached their own decisions after considering Medical Advisors’ recommendations. It also failed to action her request for a statutory review following a Social Welfare Panel decision. The Council agreed to send her an apology, pay £100 for her distress, remind officers about recording their decisions, review why two forms and a request for a review were not actioned, and ensure these failures cannot be repeated. It also agreed to review the panel decision. There was no fault on her remaining complaints.

London Borough of Ealing (24 018 272)

Statement Upheld Homelessness 17-Jul-2025

Summary: On behalf of Ms X, Ms Y complained the Council provided Ms X and her children with unsuitable interim and temporary accommodation for a prolonged period. Ms Y also complained the Council failed to keep the household’s circumstances under review, failed to appropriately respond to concerns about the accommodation, and failed to offer Ms X appropriate advice and support. We have found the Council acted with fault. Because of these faults, Ms X and her children lived in unsuitable accommodation for longer than they should, affecting their wellbeing and causing avoidable distress, uncertainty and incurred costs. The Council has agreed to provide a written apology to Ms X and her children, increase the financial remedy previously offered, and issue guidance to relevant officers.