Advice on comparing statistics across years

In 2022-23 we changed our investigation processes, contributing towards an increase in the average uphold rate across all complaints. Consider comparing individual council uphold rates against the average rate rather than against previous years.

In 2020-21 we received and decided fewer complaints than normal because we stopped accepting new complaints for three months due to Covid-19.

London Borough of Hounslow

Annual statistics ?Find out more about annual statistics

  • Complaints upheld

    65% of complaints we investigated were upheld.

    This compares to an average of 77% in similar authorities.

    15 upheld decisions

    Adjusted for London Borough of Hounslow's population, this is
    5.2 upheld decisions per 100,000 residents
    .

    The average for authorities of this type is
    8.3 upheld decisions per 100,000 residents.

    View upheld decisions

    Statistics are based on a total of 23 upheld decisions for the period between 1 April 2022 to 31 March 2023

  • Compliance with Ombudsman recommendations

    100% of cases we were satisfied the Council had successfully implemented our recommendations.

    This compares to an average of 99% in similar authorities.

    Statistics are based on a total of 12 compliance outcomes for the period between 1 April 2022 to 31 March 2023

  • Satisfactory remedies provided by the Council

    In 13% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.

    This compares to an average of 15% in similar authorities.

    2 satisfactory remedy decisions

    Statistics are based on a total of 15 detailed investigations for the period between 1 April 2022 to 31 March 2023

    View all satisfactory remedy decisions

Annual letters

We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.

View annual letters

Public reports ?Find out more about public reports

In the last nine years, the Ombudsman has published the following public interest reports against London Borough of Hounslow

A homeless woman left to sofa surf by London Borough of Hounslow while heavily pregnant, has been given permanent accommodation during a Local Government and Social Care Ombudsman investigation.

A man with mental health problems was forced to sleep on his parents’ sofa for 18 months because London Borough of Hounslow failed to support him properly.

Councils must make timely, thorough and informed assessments of people when deciding care needs, the Local Government and Social Care Ombudsman has said.

Councils are being reminded to decide homeless applications promptly and effectively by the Local Government Ombudsman (LGO), following an investigation about a London council.

4

Public reports for London Borough of Hounslow

View all

Service improvements ?Find out more about service improvements

Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.

Case reference: 23 011 292

Category: Adult care services

Sub Category: Safeguarding

  • The Council should ensure a local adult social care provider has adequate health and safety checks in place to prevent a reoccurrence of the faults identified in this case.
  • The Council should work with a local adult social care provider to ensure it has a process in place to inform Social Services when residents refuse care.
  • The Council should remind its staff to consider personal remedies where it identifies, in the course of its safeguarding or complaints process, a person has experienced an injustice.

Case reference: 23 005 701

Category: Housing

Sub Category: Allocations

  • Create action plan to clear housing register application backlog
  • Provide applicants assessed as band 2 or higher financial remedy

Case reference: 23 005 539

Category: Benefits and tax

Sub Category: Council tax

  • The Council agreed to remind its complaint and council tax staff that complaints should be processed in line with the Council’s complaints procedure and decisions about fault on the Council’s part should only be made after a proportionate investigation into a complaint.
  • The Council agreed to review its procedures for identifying unallocated payments in its council tax receiving account to ensure that unallocated payments are traced within a reasonable period of time.

Case reference: 23 004 731

Category: Children's care services

Sub Category: Other

  • The Council will share with relevant staff statutory guidance Getting the best from complaints to ensure:when a complainant has requested desired outcomes of their complaint, they should be addressed as part of the stage two adjudication response;where recommendations have been made at stage two, the adjudication response should set out the Council’s answer to each one; andcomplaints are completed within the statutory timescales.

Case reference: 22 015 672

Category: Housing

Sub Category: Other

  • The Council has agreed to provide training or guidance to relevant staff on identifying and making reasonable adjustments for people with disabilities.
  • The Council has agreed to ensure all frontline staff are aware of the low threshold for the duty to make inquiries into homelessness and how to direct such cases to the relevant service.
  • The Council has agreed to ensure all decisions of the Exceptional Needs Panel about priority under the allocations scheme are communicated in writing and set out the right to ask for a review.

Case reference: 22 015 504

Category: Education

Sub Category: Special educational needs

  • The Council is developing staff guidance covering the arrangements for alternative provision when they span across academic years to ensure it restarts in September. The Council has agreed to provide the Ombudsman with a copy of the guidance.
  • The Council will review its approach to consulting schools for children needing a placement. This should ensure that appropriate, timely steps are taken to widen the scope of consultation when insufficient responses are received from an initial round.

Case reference: 22 015 112

Category: Education

Sub Category: Alternative provision

  • The Council will remind all staff within children's services of the duties under section 19 of the Education Act 1996.

Case reference: 22 013 016

Category: Planning

Sub Category: Enforcement

  • The Council will remind staff of the importance of arranging monitoring visits within an appropriate timescale of a dangerous structure notice
  • The Council will remind staff of the importance of including their rationale, whether it is allowing the owner to undertake repairs or undertaking that duty itself, with reference to the Council’s policy.

Case reference: 22 010 636

Category: Education

Sub Category: School transport

  • The Council should remind the travel assistance appeal panel and clerk to the panel that their decision letters should set out brief details of the grounds raised and the reasoning for its decision.
  • The Council should remind officers that early decision letters regarding applications for travel assistance should refer to exceptional reasons raised and should briefly address these.

Case reference: 22 010 125

Category: Education

Sub Category: COVID-19

  • The Council has agreed to provide evidence of the reasonable adjustment policy used by the company acting on its behalf when assessing applications for blue badges.
  • The Council has agreed to remind staff of the proactive duty to make reasonable adjustments under the Equality Act and ensure blue badge decision letters are correct.

48

Service improvements agreed by London Borough of Hounslow

View all

Last updated: 4 April 2015

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