London Borough of Hounslow (21 018 338)

Statement Upheld Council tax 20-Apr-2022

Summary: We will not investigate Ms X’s complaint the Council has demanded council tax from 2004-08 due to its error in paying a discount. The complaint is resolved because the Council has written off the debt which is a fair outcome.

London Borough of Hounslow (20 010 933)

Statement Upheld Fostering 26-Apr-2022

Summary: Ms X complained that the Council did not act on safeguarding concerns she raised, about a lack of support for her as a foster carer, and about the way the Council handled her complaint. Ms X said this caused frustration and concern. Largely we do not find the Council at fault. However, we find the Council at fault for failing to log Ms X’s complaint. As recommended by the Ombudsman, the Council has apologised to Ms X for the injustice caused by this failure.

London Borough of Hounslow (21 010 918)

Statement Upheld Traffic management 15-May-2022

Summary: Mr X complains about the introduction of an experimental traffic order on a road he lives near to. He also complains about the engagement exercise the Council completed and says it was not fit for purpose. We find fault with the Council for failing to keep accurate records of its decision making in relation to who to consult with during the engagement exercise. However, we do not consider the fault identified caused any injustice.

London Borough of Hounslow (21 012 559)

Statement Upheld Residential care 23-Aug-2022

Summary: Ms X complained the Council failed to act in her husband, Mr Y’s, best interest when it obtained a deprivation of liberty authorisation to keep him at the Care Home which had previously found to have been providing him with poor care. There was no fault in how the Council made decisions about Mr Y’s care placement. However, the Council failed to ensure the Care Home implemented the protection plans it identified as necessary during a safeguarding enquiry. This did not cause Mr Y or Ms X an injustice. The Council agreed to ensure protection plans are appropriately monitored.

London Borough of Hounslow (21 016 690)

Statement Upheld Other 30-Aug-2022

Summary: Ms X complained about the Council’s handling of her homelessness application and delays in addressing repair issues in the interim accommodation it provided, which caused her anxiety. The Council has accepted some delay and communication failings, and has made an offer to remedy the injustice caused, which Ms X has accepted. We have discontinued our investigation on the basis that there is nothing worthwhile we could achieve by investigating further.

London Borough of Hounslow (21 017 029)

Statement Upheld Assessment and care plan 08-Sep-2022

Summary: The Council failed to properly consider Mr X’s care and accommodation needs from July 2021 onwards.

London Borough of Hounslow (21 018 402)

Statement Upheld Transport 21-Sep-2022

Summary: Mrs X complains the Council has not properly processed her application for the renewal of a blue badge. We have found some fault with the Council’s policy, but this did not cause Mrs X personal injustice. The Council has agreed to take action to prevent recurrence of the fault.

London Borough of Hounslow (22 000 445)

Statement Upheld Other 02-Dec-2022

Summary: Ms Y complains about the Council’s failure to provide adequate support when she was a looked after child. She also says the Council did not do enough to help her secure indefinite leave to remain in the UK. We find the Council has already undertaken a thorough and independent investigation of Ms Y’s complaint and has provided an appropriate remedy for the injustice caused by fault. We do not make any further recommendations.

London Borough of Hounslow (21 018 113)

Statement Upheld Assessment and care plan 20-Dec-2022

Summary: Mr X complained the Council failed to ensure his family are suitably housed given Mrs X’s disabilities. The Council was not at fault for the way it dealt with Mr X’s housing priority, housing allocation and care needs assessment. The Council was at fault as it failed to consider whether Mr X could apply for a disabled facilities grant. It has agreed to apologise and make a payment to Mr X to acknowledge the frustration and uncertainty this caused. It has also agreed to review its procedures.

London Borough of Hounslow (21 011 408)

Statement Upheld Special educational needs 20-Jan-2023

Summary: the Council accepts there were faults in the way it managed Mr F’s son B’s Education, Health and Care Plan. It ended B’s Plan without holding a review. The Council did not review B’s Plan when ordered to continue to maintain it by the Tribunal. The Council has put processes in place to address the problem and offered a symbolic payment to Mr F for B’s benefit.