London Borough of Richmond upon Thames (23 015 533)

Statement Upheld Private housing 08-Apr-2024

Summary: We will not investigate this complaint about the delay and poor customer service the complainant received from an agency acting on the Council’s behalf. We consider the Council’s apology and actions to ensure the agency recognises and addresses customer services issues is an acceptable remedy to his complaint. We consider that further investigation will not lead to a different outcome.

London Borough of Richmond upon Thames (23 018 891)

Statement Upheld Homelessness 10-Sep-2024

Summary: Mr X complained the Council delayed and made errors in respect of his homelessness application impacting his position on the housing register and causing distress. The Council accepts fault in not accepting the main housing duty when it had already determined Mr X was homeless by accepting the relief duty. The Council has now agreed a suitable remedy.

London Borough of Richmond upon Thames (24 004 043)

Statement Upheld Special educational needs 25-Nov-2024

Summary: Ms M complains about her son B’s education. The Council failed to arrange home invigilation for B’s GCSEs as required by his Education, Health and Care (EHC) Plan, and he had to change subjects late in the day due to an examination clash that should have been foreseen. We cannot evaluate the impact on B’s results, but we have recommended a symbolic remedy the acknowledge the stress these faults caused.

London Borough of Richmond upon Thames (23 021 056)

Statement Upheld Special educational needs 27-Nov-2024

Summary: Miss Q complained the Council failed to provide occupational therapy to help meet her child R’s special education needs from September 2023 which caused ongoing uncertainty and distress. The Council accepted fault which caused injustice. The Council has agreed to apologise and make symbolic payments to Miss Q to reflect the injustice caused.

London Borough of Richmond upon Thames (23 013 927)

Statement Upheld Special educational needs 13-Dec-2024

Summary: Miss X complains about the Council’s failure to tell her there was no place available for her child at their preferred school until the day before they were due to start there and a lack of alternative education provision. The Council has agreed to take further action to remedy the injustice caused to Miss X and her child by its poor communication. There is no evidence of fault by the Council in its handling of alternative education provision for Miss X’s child.

London Borough of Richmond upon Thames (24 008 550)

Statement Upheld Special educational needs 10-Feb-2025

Summary: Mrs Y complains that fault by the Council meant her daughter, D, missed out on important special educational provision and therapy. The Council upheld the complaint and provided a substantial financial remedy at the top end of the scale we recommend. In our view, Mrs Y has received an appropriate remedy for the injustice caused by fault, and we do not recommend anything further.

London Borough of Richmond upon Thames (24 003 662)

Statement Upheld Homelessness 27-Feb-2025

Summary: We have found fault with the Council for its actions during Miss X’s homelessness application process. This caused Miss X the injustice of living in unsuitable accommodation for over a year. The Council has agreed to remedy Miss X’s injustice.

London Borough of Richmond upon Thames (24 017 040)

Statement Upheld Assessment and care plan 25-Mar-2025

Summary: We will not investigate this complaint about inappropriate communication with family about adult social care provision to a relative. The Council has apologised and explained the actions taken to prevent recurrence. It is unlikely we would add to that or achieve anything further. There is not a significant unremedied injustice to justify an Ombudsman investigation.