London Borough of Hounslow (24 000 926)

Statement Upheld Leisure and culture 06-Jun-2024

Summary: We will not investigate this complaint about the failure of the Council’s leisure service provider to warn the complainant before it resumed taking membership fee payments. The Council confirms it will review whether to remind people prior to resumption of frozen memberships that payments will be resumed. It has also offered the complainant a refund of one month membership fee in recognition of the provider’s delays in responding to her complaint. We consider that further investigation will not add to that already completed by the Council.

London Borough of Hounslow (23 014 371)

Statement Upheld Residential care 30-Jul-2024

Summary: Mrs Y complained about the way the Council supported her late relative Mr X with his finances and other affairs. The Council was not at fault for not involving Mrs Y in Mr X’s finances or in the support it provided to Mr X for arranging a solicitor. It was at fault for delay in actioning Mr X’s request that it support him with his finances but this did not cause a significant injustice. The Council was at fault for the delay in responding to Mrs Y’s complaint for which it has already apologised.