London Borough of Tower Hamlets (23 006 138)

Statement Upheld Homelessness 03-Apr-2024

Summary: The Council failed to keep the suitability of Miss X’s interim and temporary accommodation under review, delayed accepting the main housing duty, and communicated poorly. The Council has agreed to apologise, review the suitability of the temporary accommodation, make a payment to Miss X and act to improve its services.

London Borough of Tower Hamlets (23 007 281)

Statement Upheld Homelessness 04-Apr-2024

Summary: Mr X complained about matters relating to her homelessness application. We found the Council to be at fault. It failed to allow her to view temporary accommodation and did not properly consider whether it was of an acceptable standard. It also failed to respond to her complaint. To remedy the injustice to Mrs X, the Council has agreed to apologise, make a payment and review its practices.

London Borough of Tower Hamlets (23 013 246)

Statement Upheld Refuse and recycling 24-Apr-2024

Summary: Mr C complained the Council delayed providing him with a new recycling bin after his was stolen and he had to repeatedly chase it for responses about the matter. We find the Council was at fault as it delayed providing Mr C with a replacement recycling bin and it delayed responding to his communication about the matter. The Council has agreed to our recommendations to address the injustice caused by fault.

London Borough of Tower Hamlets (23 012 966)

Statement Upheld Homelessness 30-Apr-2024

Summary: The Council’s delay progressing a statutory homelessness review it agreed to complete as a remedy to a previous complaint to us was fault. The review found that Ms X’s accommodation was unsuitable. The Council has already identified a suitable remedy for the injustice this caused Ms X. The Council has also agreed to apologise, make payments to Ms X and Mr Y and act to improve its services.

London Borough of Tower Hamlets (23 001 858)

Statement Upheld Transport 30-Apr-2024

Summary: Mr X complains that the Council did not properly deal with a Blue Badge or taxi-card application properly. The Council is at fault because it delayed dealing with Mr X’s Blue Badge and taxi-card applications and did not make consistent reasonable adjustments. Mr X suffered avoidable distress and incurred time and trouble. The Council should apologise to Mr X, pay Mr X £200 for distress and £100 for time and trouble, provide guidance to staff, provide an action plan and refer to the Cabinet Member responsible.

London Borough of Tower Hamlets (23 008 582)

Statement Upheld Assessment and care plan 02-May-2024

Summary: Mrs X’s representative complained about the cancellation of a cleaner; failure to find a new personal assistant; failure to consider a requested reasonable adjustment and failure to refund her client contribution. She says this has caused stress, anxiety and worsened her health conditions. There is no evidence of fault causing a significant enough injustice to warrant further investigation.

London Borough of Tower Hamlets (23 012 459)

Statement Upheld Homelessness 19-May-2024

Summary: The Council was at fault for failing to respond to Ms Y’s requests for reviews of the suitability of her temporary accommodation in 2019, 2020, and 2021. The Council has agreed to apologise and make a payment to Ms Y to remedy the injustice caused.

London Borough of Tower Hamlets (23 008 184)

Statement Upheld Allocations 27-May-2024

Summary: Ms B complained about delay by the Council in awarding her keyworker priority status on the housing register. We found fault with the Council’s actions which meant Ms B missed out on bidding for more suitable properties. The Council offered to pay Ms B £500 for the uncertainty. It also agreed to find Ms B alternative permanent accommodation within the next three months (on condition she starts bidding for suitable properties) or pay her a further £500 and improve its procedures for the future.

London Borough of Tower Hamlets (23 018 765)

Statement Upheld Transport 18-Jun-2024

Summary: Miss Y complains about the process followed by the Council when considering her application for a Blue Badge. We find there is procedural fault because the Council’s assessment did not consider all the evidence about the physical effects of Miss Y’s medical conditions and any impact on her ability to walk. The Council will apologise and refer Miss Y’s application for a fresh assessment.

London Borough of Tower Hamlets (23 017 744)

Statement Upheld Disabled children 26-Jun-2024

Summary: Mrs Y complained about the way the Council dealt with a blue badge application. We found no fault in the way the Council made its decision. However, we found fault with the way the Council communicated the outcome of her appeal. This caused uncertainty to Mrs Y and the Council agreed to apologise for this.