London Borough of Newham (21 010 091)

Category: Education Date: 21-Jan-2022

Summary

Mrs X complained that the Council failed to provide her son, D, with a suitable education for up to a year. We found the Council at fault in a number of areas and the Council agreed to recommendations to remedy the injustice the faults had caused. The Council failed to provide evidence of compliance with all our recommendations. This was concerning from a public interest point of view because our investigation raised concerns about the Council’s special educational needs department. We have made further recommendations, which the Council has agreed to.

Service improvements

London Borough of Newham (21 004 901)

Category: Benefits and tax Date: 22-Feb-2022

Summary

Mr X complained the Council wrongly refused him business grants and was poor in its communications, causing him distress and financial loss. We found fault in the Council’s decision making and communications causing injustice. We recommended the Council provide an apology, pay Mr X for distress, time and trouble, review its decision and act to prevent recurrence.

Service improvements

London Borough of Newham (21 003 191)

Category: Adult care services Date: 25-Jan-2022

Summary

Ms C complained the Council delayed providing a care plan for her brother, Mr D. She also says the Council arranged a placement for Mr D without reading the family history. We find the Council was at fault as it delayed authorising Mr D’s care plan and it did not consult with all family members when deciding on a placement for Mr D. It has also delayed reviewing Mr D’s care plan and placement. The Council has agreed to our recommendations to address the injustice caused by fault.

Service improvements

London Borough of Newham (21 001 774)

Category: Adult care services Date: 10-Dec-2021

Summary

Mr X complained the Council discriminated against him by failing to correspond and provide documentation, including his care plan, in large print. Mr X also complains the Council has failed to provide appropriate care under an interim care plan. He states the Council's actions left him with no option but to stop using Council arranged carers, and he has incurred costs in safeguarding himself from carers. The Council’s failure to take account of its duties under the Equality Act and correspond with Mr X in large text from the outset is fault and has caused Mr X an injustice. However, there is no evidence of fault in the way the Council has assessed Mr X’s care needs or investigated his concerns about the care provided or the actions of carers.

Service improvements

London Borough of Newham (21 001 514)

Category: Adult care services Date: 09-Sep-2021

Summary

The Council did not properly consider Mr C’s application to renew his blue badge that he requires due to his medical conditions. Its approach in processing blue badge applications, subject to further assessment, is not in line with guidance. In this case it caused injustice to Mr C in the form of distress by not processing his application correctly. We recommend the Council reconsider Mr C’s application and apologise for its errors.

Service improvements

London Borough of Newham (21 000 979)

Category: Environment and regulation Date: 04-Jan-2022

Summary

Miss X complained the Council delayed processing her claim to its insurers about damage to the front wall of her home. Miss X lodged her complaint in April 2019 but the Council’s insurers took until August 2021 to provide payment. The Ombudsman found fault through the Council’s delay. The Council agreed to the Ombudsman’s recommendation to apologise to Miss X and pay her £200. The Council also agreed to consider production of a guidance note or procedure for managing insurance claims.

Service improvements

London Borough of Newham (20 014 399)

Category: Adult care services Date: 30-Nov-2021

Summary

Mr C complains about damage caused by a Council contractor. The Council is at fault for failing to refer the matter to its insurers and to update Mr C about his complaint. This has caused Mr C uncertainty and frustration. The Council has agreed to apologise to Mr C and pay him £150. It will also review procedures and advise staff about what steps they should take in future cases of this type.

Service improvements

London Borough of Newham (20 007 300)

Category: Housing Date: 15-Jul-2021

Summary

The Ombudsman found fault on Ms R’s complaint about the way the Council dealt with her application to join its housing register. It failed to consider her overcrowded conditions under its housing policy. This caused no injustice. It also failed to: advise and consider whether these conditions amounted to homelessness; warn her about its practice of suspending those shortlisted from bidding; respond to all correspondence from her. The agreed action remedies the injustice caused.

Service improvements

London Borough of Newham (20 006 888)

Category: Housing Date: 28-Jul-2021

Summary

Based on the information I have so far, my view is that there was fault by the Council and the agents acting on its behalf. The agents disposed of Mrs B’s belongings while she was in hospital and cannot show that it tried to alert her to this. It also did not take an inventory of the items. I am concerned that there was no formal written warning to Mrs B before she was evicted from hostel accommodation but it is unlikely that this would alter the outcome here. The Council should apologise to Mrs B for the distress it caused her, make a payment in recognition of this and her lost belongings, and consider a fair process for eviction where the occupier has not signed a written agreement.

Service improvements