London Borough of Sutton (24 008 656)

Statement Upheld Special educational needs 21-Apr-2025

Summary: On behalf of her daughter, K, Mrs B complained the Council failed to complete an annual review and provide the provision detailed in her daughters Education, Health and Care Plan. We have found the Council at fault for a delay in issuing the final Education, Health and Care Plan and a delay in transferring the Education, Health and Care Plan to a new Council. This caused distress, frustration and uncertainty for K and Mrs B. The Council has agreed to apologise and make a symbolic payment to K and Mrs B to remedy the injustice caused.

London Borough of Sutton (24 009 271)

Statement Upheld Homelessness 28-Apr-2025

Summary: Miss X complained about the Council’s handling of her housing case when she told it she was at risk of becoming homeless due to rent increases. She said the Council failed to provide a decision letter and withdrew support despite her being in an unaffordable property. We find the Council at fault for failing to make a timely decision regarding the duties it owed Miss X which caused her injustice. The Council agreed to apologise, take corrective action and make a symbolic payment to acknowledge the injustice.

London Borough of Sutton (24 012 749)

Statement Upheld School transport 04-Jun-2025

Summary: We found fault by the Council on Mr Y’s complaint about the way it dealt with his application for post-16 Travel Assistance and appeals. It failed to properly consider them and give full reasons for its decisions. It also fettered its discretion. This caused distress as Mr Y does not know if the outcome would have been different but for the fault. The agreed action remedies the injustice caused. This included sending an apology, arranging a fresh appeal hearing, and issuing fresh guidance to relevant officers.

London Borough of Sutton (24 012 627)

Statement Upheld Homelessness 05-Jun-2025

Summary: Miss X complained that the Council told her it would no longer store her belongings it had looked after since 2022, and threatened to dispose of them if she did not move them at a significant cost to her of £1,000 plus VAT. We found fault in the way the Council reached this decision but it has now agreed to continue to store the belongings and pay the cost of returning them to Miss X in due course. We are satisfied this action together with an apology provides a suitable remedy to Miss X.

London Borough of Sutton (24 017 814)

Statement Upheld Allocations 21-Jul-2025

Summary: We have upheld Ms X’s complaint about the Council’s handling of her housing register application. We will not investigate further because the Council has agreed to take appropriate steps to remedy the injustice caused.

London Borough of Sutton (25 003 911)

Statement Upheld Homelessness 24-Jul-2025

Summary: It came to our attention that the Council’s Removals and Storage procedure did not properly reflect the requirements of the Housing Act 1996. The Council agreed to review and amend the procedure to make sure it does reflect the relevant legislation. It has also agreed to review requests from 10 households which did not receive removal or storage assistance to ensure the correct test was used.

London Borough of Sutton (24 020 025)

Statement Upheld Special educational needs 21-Jan-2026

Summary: Mrs X complained the Council failed to review Y’s Education, Health and Care Plan on time and failed to ensure he received all the provision he was entitled to. We find the Council at fault, causing frustration and uncertainty and meaning Y did not receive the provision he was entitled to. The Council has agreed to apologise and make a payment to recognise the injustice.