London Borough of Hillingdon (25 006 604)

Statement Upheld Special educational needs 09-Mar-2026

Summary: The Council was at fault in relation to Miss X’s child, Y’s, Education, Health and Care (EHC) Plan reassessment when it delayed making a decision and did not give her appeal rights to the Tribunal. But this did not cause Miss X a significant injustice in the investigation period. The Council was not at fault when it issued Y’s EHC Plan and gave Miss X her appeal rights in September 2024. It used the process we would expect.

London Borough of Hillingdon (25 005 556)

Statement Upheld Domiciliary care 04-Mar-2026

Summary: Mr X complained the Council failed to contact him when carers from Comfort Care Services failed to gain access to his mother’s property to deliver care services on three subsequent days. The care provider failed to follow its no reply procedure and Mr X’s mother was found by paramedics in a distressing state which required hospital admission. A remedy to acknowledge the distress and improve services to prevent similar situations is proposed.

London Borough of Hillingdon (25 026 092)

Statement Upheld Other 04-Mar-2026

Summary: We have upheld Mrs X’s complaint because the Council delayed considering this under the children’s statutory complaints process. The Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused to Mrs X.

London Borough of Hillingdon (25 002 684)

Statement Upheld Homelessness 04-Feb-2026

Summary: Miss X complained the Council delayed in providing her with interim accommodation when she presented to it as homeless. The Council was at fault for delay, meaning Miss X spent around a month in unsuitable accommodation. The Council has agreed to apologise to Miss X, make a payment to reflect the injustice, and act to prevent recurrence.

London Borough of Hillingdon (25 001 417)

Statement Upheld Safeguarding 08-Jan-2026

Summary: Miss X complains the Council failed to respond and effectively deal with the safeguarding concerns reported to it. We have found fault in the Council’s actions for failing to inform Miss X about the progress and outcome of the referrals she had made. The Council has agreed to issue Miss X with an apology and complete service improvements.

London Borough of Hillingdon (24 023 333)

Statement Upheld Homelessness 19-Dec-2025

Summary: The Council denied Ms X her right to ask for a review of the suitability of her temporary accommodation. The Council told her she did not have this right. The Council has agreed to apologise to Ms X. Ms X can complain the Energy Ombudsman about an excessively large electricity bill at a previous property.

London Borough of Hillingdon (25 001 289)

Statement Upheld Homelessness 29-Oct-2025

Summary: Mr X complained the Council failed to support him in securing private rented accommodation when he was homeless. The Council was at fault. It failed to keep his Personal Housing Plan (PHP) under review and failed to communicate effectively with him causing Mr X avoidable frustration. The Council agreed to apologise to Mr X and review his PHP.

London Borough of Hillingdon (24 021 944)

Statement Upheld Commercial and contracts 23-Oct-2025

Summary: Miss X complained about the Council’s actions in relation to a business she runs in a Council-owned property. We have not investigated all aspects of her complaint, as it would be reasonable for her to pursue some matters through the courts. We find the Council at fault for poor communication, failure to act as promised, and poor complaint handling. This caused Miss X avoidable uncertainty, distress, and time and trouble. The Council has agreed to apologise, make a payment to Miss X, and take steps to improve its services.

London Borough of Hillingdon (24 009 135)

Statement Upheld Other 30-Sep-2025

Summary: Mr X complained about the Council’s failure to take prompt and effective enforcement action to prevent the anti-social activities of a neighbouring business. We found the Council to be at fault because it allowed the case to drift and there was poor communication with Mr X. To remedy his frustration and distress, the Council has agreed to apologise, make a symbolic payment and take action to improve its service.

London Borough of Hillingdon (24 016 443)

Statement Upheld Allocations 23-Sep-2025

Summary: We have found fault with the Council for how it handled Mrs X’s homelessness application, housing register application and reports of property disrepair. This caused Mrs X and her son avoidable distress and meant they remained in unsuitable accommodation that affected her son’s health. The Council has agreed to take action to remedy Mrs X’s avoidable injustice.