London Borough of Hounslow (23 011 292)

Statement Upheld Safeguarding 28-Apr-2024

Summary: Mrs B complained the Council failed to provide satisfactory care to her uncle, Mr C. The Council’s safeguarding enquiry found that acts of neglect and omission had occurred in Mr C’s care. This is fault, which caused Mr C injustice. We found the Council has not properly addressed the injustice caused to Mr C and Mrs B. The Council has agreed to our recommendations to remedy the injustice caused to Mr C and Mrs B.

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 (23 009 269)

Statement Upheld Homelessness 24-Jun-2024

Summary: Ms Y complained about the way the Council dealt with her housing register and homelessness applications. We have found fault by the Council, causing injustice, with its failures and delays in: processing Ms Y’s housing register application; taking her homelessness application; providing her with interim accommodation and moving her to suitable accommodation; and making the main housing duty decision. The Council has agreed to remedy this injustice by apologising to Ms Y, making payments to recognise the impact on her of the delays and unsuitable accommodation, the upset, worry and uncertainty and making service improvements.

London Borough of Hounslow (23 015 313)

Statement Upheld Managing council tenancies 14-Jul-2024

Summary: Ms X rented her property to the Council. She complained the Council failed to give the property back in good condition and delayed giving vacant possession. This caused Ms X financial and emotional distress. The Council is at fault for failing to communicate effectively with Ms X and delay in returning the terminated property.

London Borough of Hounslow (23 019 699)

Statement Upheld Transport 22-Jul-2024

Summary: We will not investigate Mr X’s complaint about the Council’s decision to refuse his blue badge application. This is because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.

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.

London Borough of Hounslow (23 009 592)

Statement Upheld Direct payments 31-Jul-2024

Summary: Ms X complained about how the Council decided not to pay her a year’s worth of direct payments it agreed she needed. There was fault there was fault in how the Council managed Ms X’s direct payments. This caused Ms X a financial loss and significant distress. The Council agreed to apologise, pay Ms X the outstanding payments and a further financial remedy. It also agreed to review the information it provides about direct payments and how its social care and direct payment teams work together.

London Borough of Hounslow (23 011 995)

Statement Upheld Assessment and care plan 30-Sep-2024

Summary: The Council was at fault for delaying a review of Mrs B’s support. It has agreed to apologise to her daughter to recognise her injustice.

London Borough of Hounslow (22 016 980)

Statement Upheld Alternative provision 16-Oct-2024

Summary: The complainant (Ms X) said the Council had failed to provide her son Y with suitable education since 2018. We found fault with the Council’s failure to consider Ms X’s complaint under the children’s statutory complaint procedure and in the way the Council dealt with Ms X’s corporate complaint. The Council’s fault caused Ms X injustice. We could only investigate whether the Council provided suitable education to Y between January and mid-March 2023. We did not find fault in the Council’s actions at this time. The Council has agreed to apologise, carry out the children’s statutory complaint procedure for Ms X’s complaint and offer her suitable remedies for the complaint upheld at stage two of the corporate complaint process. The Council has also agreed to make a symbolic payment.

London Borough of Hounslow (23 020 264)

Statement Upheld Allocations 20-Oct-2024

Summary: Ms B complained that the Council failed to properly consider her medical assessment in connection with her application for alternative housing. We have found fault in the actions of the Council. The Council has agreed to apologise to Ms B, pay her £250 and invite her to submit another medical assessment. It has also agreed to give training to staff on dealing with medical assessments.