London Borough of Ealing
Annual statistics ?Find out more about annual statistics
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Complaints upheld
61% Complaints upheld by London Borough of Ealing
61% of complaints we investigated were upheld.
This compares to an average of 77% in similar authorities.
17 upheld decisions
View upheld decisionsAdjusted for London Borough of Ealing's population, this is
4.6 upheld decisions per 100,000 residents.The average for authorities of this type is
8.3 upheld decisions per 100,000 residents.Statistics are based on a total of 28 detailed investigations for the period between 1 April 2022 to 31 March 2023
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by London Borough of Ealing
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 99% in similar authorities.
Statistics are based on a total of 10 compliance outcomes for the period between 1 April 2022 to 31 March 2023
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Satisfactory remedies provided by the Council
12% Complaints with satisfactory remedy provided by London Borough of Ealing
In 12% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 15% in similar authorities.
2 satisfactory remedy decisions
Statistics are based on a total of 17 detailed investigations for the period between 1 April 2022 to 31 March 2023
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Public reports ?Find out more about public reports
In the last nine years, the Ombudsman has published the following public interest reports against London Borough of Ealing
Ombudsman criticises Ealing council for leaving family in flat with faulty windows
Ealing council has been criticised by the Local Government and Social Care Ombudsman for leaving a young homeless family in a 10th floor flat with faulty windows for nearly 18 months.
Councils urged to check information sharing agreements following complaint
Councils are being urged to check they have adequate information sharing agreements with their service providers, after one council was not able comply with an agreed Ombudsman remedy because it could not get hold of the data needed.
Council criticised after care workers fail to spot vulnerable woman’s serious sores
Ealing council has agreed to review whether it works with a home care provider in future after it was found to have falsified records during an Ombudsman investigation.
London council fails to support vulnerable mother properly
London Borough of Ealing did not carry out adequate assessments of the support a disabled mother needed when her young son moved from nursery to school, the Local Government and Social Care Ombudsman has found.
Homeless family left in crowded conditions while council delayed making decision
A mother and her five children were accommodated in a damp and mouldy single bedroom, too small for the number of people, by Ealing council while it took too long to decide their homelessness status.
Shortcomings in partnership between London councils leaves victim of domestic abuse in limbo
There was a lack of effective partnership working between two west London authorities when supporting a woman at risk of domestic violence, says a Local Government Ombudsman report.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 22 015 384
Category: Housing
Sub Category: Homelessness
- The Council will review how it can improve information sharing between its Housing and Temporary Accommodation Team to ensure changes in Notice to Quit processes are communicated without delay to applicants.
- The Council will remind officers to adhere to timescales agreed with applicants to respond, take actions, or seek approvals from managers to avoid unnecessary uncertainty or heightened expectations.
Case reference: 22 014 730
Category: Housing
Sub Category: Allocations
- The Council will remind staff of deadlines for responding to review requests, and fully note and demonstrate how decisions are reached when considering advice from medical advisors, for example the weight given to the advice, and what other considerations were taken into account.
Case reference: 22 008 400
Category: Housing
Sub Category: Allocations
- The Council will ensure notes are kept from the fortnightly bed-and-breakfast meetings.
- The Council will send a reminder to officers dealing with homeless families in bed-and-breakfast accommodation to ensure they are aware that:efforts should be made to move families out of bed-and-breakfast accommodation and it should not be left until the end of the six week period before attempts are made to source alternative accommodation; andfor families in bed-and-breakfast accommodation that have received an offer of a housing association property officers should liaise with the housing association to ensure moves are prioritised so families do not remain in bed-and-breakfast accommodation for longer than six weeks when they have accepted an offer of a housing association property.
Case reference: 22 013 646
Category: Education
Sub Category: School transport
- The Council was at fault for the way it considered an appeal about school transport assistance. The Council will remind officers of the importance of conducting appeals in accordance with its published policy.
Case reference: 21 018 085
Category: Benefits and tax
Sub Category: Housing benefit and council tax benefit
- The Council has agreed to check that no other tenant has been affected in this way by the restructure in 2021.
Case reference: 21 016 388
Category: Children's care services
Sub Category: Other
- The Council agreed to remind relevant staff of the Council’s obligations to escalate complaints to stages 2 and 3 of the statutory children's complaints procedures, if that is the complainant’s wishes.
Case reference: 21 005 104
Category: Benefits and tax
Sub Category: Council tax
- Make amendments to its decision template letter to ensure applicants are signposted to the ValuationTribunal Service and informed of their right of appeal.
Case reference: 20 014 214
Category: Adult care services
Sub Category: Assessment and care plan
- Ensure that complaints are not dismissed without proper consideration.
Case reference: 20 013 749
Category: Housing
Sub Category: Homelessness
- The Council will remind staff they should consider the affordability of someone's temporary accommodation, and whether they are eligible for a discretionary housing payments at an early stage, before they accrue considerable rent arrears.
- The Council will remind staff they must act promptly when they receive a change of circumstances notification for a housing application.
Case reference: 20 012 435
Category: Housing
Sub Category: Homelessness
- The Council agreed to remind officers in its housing department of the importance of making suitably prompt enquiries and meeting statutory deadlines.
Last updated: 4 April 2015