London Borough of Hackney (24 003 887)

Report Upheld Transport 03-Apr-2025

Summary: Mrs D complained the Council refused to renew her Blue Badge. Our investigation has found fault in the advice given to staff who work at the Council’s assessment centre and assess Blue Badge applications.

London Borough of Hackney (24 013 245)

Statement Upheld Council tax 06-Apr-2025

Summary: The complainant, X, complained that a Cyber Attack on the Council’s systems meant they were unable to pay Council Tax at the time. X was billed for Council Tax during the financial year and so the Council’s offer of a payment plan is reasonable. There was fault, as the Council failed to tell X of the right to appeal to the Valuation Fund after an application to the Council Tax Reduction Discretionary Fund was refused. Apologising and writing to X to give the right of appeal remedies the injustice.

London Borough of Hackney (24 010 632)

Statement Upheld Alternative provision 24-Apr-2025

Summary: Ms X complained the Council failed to provide Alternative Provision of education for her child, who was out of education from October 2023 to June 2024. We found fault with the Council failing to provide Alternative Provision of education for Ms X’s child from February 2024 to June 2024, totalling one term. We also found fault with the Council’s handling of Ms X’s contacts and complaints through delays outside the complaint timescales and failure to respond to contacts. The Council agreed to apologise to Ms X, pay her £100 for the avoidable inconvenience and frustration caused and £1,800 for her child's lost education.

London Borough of Hackney (24 006 509)

Statement Upheld Homelessness 30-Apr-2025

Summary: Ms X complained about the Council’s handling of her homeless application. She also complained the Council wrongly asked her to submit a new housing register application and it did not help her get her bidding details. We find the Council was at fault for the way it handled Ms X’s homeless application. It was also at fault for failing to help Ms X get her bidding details and for its communication with her on why she had to submit a new housing register application. These faults caused her frustration. The Council has agreed to our recommendations to apologise to Ms X and implement a service improvement.

London Borough of Hackney (24 019 843)

Statement Upheld Council tax 14-May-2025

Summary: We will not investigate Miss X’s complaint about enforcement action by the Council for council tax debt. This is because the Council has agreed to a suitable remedy and further investigation would be unlikely to lead to a different outcome.

London Borough of Hackney (24 006 598)

Statement Upheld Assessment and care plan 22-May-2025

Summary: Ms Z, on behalf of her aunt Mrs X, complained the Council delayed completing a social care assessment; failed to consult professionals with relevant information and failed to provide a suitable level of care. The Council delayed in completing the assessment causing uncertainty. A payment to acknowledge this is agreed.

London Borough of Hackney (24 019 183)

Statement Upheld Other 02-Jun-2025

Summary: Ms X complained about a care home funded by a council and integrated care board at which her sister, Dr Y, was a resident. Ms X said poor care and communication led to distress for her. We will not investigate this complaint as it is unlikely we would add to the remedial action which the Home has already carried out.

London Borough of Hackney (24 002 630)

Statement Upheld Homelessness 03-Jun-2025

Summary: Miss X complained the Council failed to provide her with suitable temporary accommodation. She said this impacted her mental health. The Council was at fault. Miss X and her family lived in unsuitable accommodation for nine months. The Council has agreed to apologise and make a financial payment.

London Borough of Hackney (24 014 261)

Statement Upheld Allocations 22-Jun-2025

Summary: Miss X complained the Council delayed reviewing its decision on her housing register application. When it did the review, Miss X complained it failed to consider the relevant medical evidence when deciding her priority award. She also complained the Council prevented her from bidding on adapted properties, despite needing one due to her disabilities. The Council significantly delayed reviewing its decision which was fault. The Council then carried out the review and there was no fault in how it reached its decision. It also did not prevent Miss X from bidding on adapted properties. The Council has agreed to provide evidence that it has paid the £200 it offered Miss X in its stage two response to remedy the distress, frustration and uncertainty caused by the delay in carrying out the review.

London Borough of Hackney (25 000 405)

Statement Upheld Council tax 06-Jul-2025

Summary: We will not investigate this complaint about Council tax enforcement because there is insufficient evidence of fault by the Council. Part of the complaint has been remedied.