London Borough of Tower Hamlets (24 009 337)

Statement Upheld Allocations 10-Apr-2025

Summary: The Council has already accepted fault in its handling of Mr X’s application to the housing register, as a result of which Mr X may have missed an offer of housing. During our investigation, the Council agreed to remedy this injustice by awarding Mr X extra priority. The Council was also at fault for poor communication and delays in complaint handling. To remedy the distress caused, the Council has agreed to apologise and make a payment to Mr X.

London Borough of Tower Hamlets (24 004 562)

Statement Upheld Homelessness 06-May-2025

Summary: The Council was at fault for delays dealing with Mr X’s homelessness application. Its failure to give Mr X accurate information meant he missed out on accommodation. As a result, he and his family have been living separately among friends and family for over a year. To remedy this injustice, the Council has agreed to apologise, provide accommodation and make payments to Mr X.

London Borough of Tower Hamlets (24 018 670)

Statement Upheld Allocations 07-May-2025

Summary: We have upheld this complaint about the Council’s delay in making a decision about whether to award medical priority on its housing register for Mr Y and whether he needed an extra bedroom for a carer. The Council has agreed to make a payment to remedy the frustration and uncertainty caused. We will not investigate the complaint about the decision reached because there is insufficient evidence of fault in the Council’s decision-making to justify this and Mr Y had a review right, which it was reasonable for him to use.

London Borough of Tower Hamlets (24 011 126)

Statement Upheld Homelessness 07-May-2025

Summary: Mr X complained about how the Council handled his repeated reports about mice issues in his temporary accommodation. He said this significantly affected his children’s health and his family’s general wellbeing. We found the Council at fault for shortcomings in the action it took, failing to carry out any suitability reviews and delay in complaint handling. The Council has agreed to apologise and pay a symbolic payment to recognise the injustice caused.

London Borough of Tower Hamlets (24 005 075)

Statement Upheld Antisocial behaviour 21-May-2025

Summary: There was fault in the way the Council responded to the complainant’s reports of anti-social behaviour (ASB) in her building. The Council did not give proper consideration to the complainant’s needs or to its full toolkit of powers for tackling ASB, did not follow its own ASB policy as a landlord, made a series of errors in undertaking an ASB case review, and delayed updating its risk assessment of the complainant and responding to her formal complaint. This caused distress and frustration to the complainant, for which the Council has agreed to apologise and offer a financial remedy. The Council has also agreed to undertake a new ASB case review and circulate guidance to relevant staff on the ASB case review process.

London Borough of Tower Hamlets (24 021 234)

Statement Upheld Allocations 17-Jun-2025

Summary: We have upheld Mr X’s complaint about the Council’s handling of his housing register application. The Council has agreed to take appropriate action to remedy the injustice caused.

London Borough of Tower Hamlets (24 008 582)

Statement Upheld Homelessness 19-Jun-2025

Summary: The Council was at fault for delays completing statutory reviews of its decisions about Ms Y’s homelessness and housing allocations. It was also at fault for wrongly recording the gender of one of Ms Y’s children. This meant she could not bid for the size of property she needed, which is an injustice. The Council was further at fault for making its offer of a remedy conditional on Ms Y not pursuing her complaint. The Council has agreed to apologise, make payments, backdate Ms Y’s housing application and act to improve its services.

London Borough of Tower Hamlets (23 016 790)

Statement Upheld Leisure and culture 30-Jun-2025

Summary: On behalf of Company J, Mr X complained about how the Council assessed Company J’s application for use of sports facilities. We have found the Council at fault because it did not properly assess Company J’s application, and for failures in complaint handling. This caused uncertainty for Mr X and Company J. We have also found the Council at fault for failing to contemporaneously document how it assigned resources for successful applicants. The Council has agreed to apologise to Mr X and Company J. The Council has also agreed to improve its procedures to prevent these faults occurring in future.

London Borough of Tower Hamlets (24 011 517)

Statement Upheld Special educational needs 07-Jul-2025

Summary: Miss X complained the Council failed to properly provide for her child, Y’s, special educational needs. The Council failed to arrange all the support it said Y should receive, failed to properly oversee their education and communicated with Miss X poorly. This led to Y missing out on significant education and caused both Miss X and Y avoidable distress. The Council agreed to apologise, ensure Y is receiving all the support in their Education Health and Care plan and pay Miss X a financial remedy. It also agreed to review how it oversees none-school-based education packages and issue reminders to its staff.

London Borough of Tower Hamlets (24 014 125)

Statement Upheld Transport 27-Jul-2025

Summary: Mr X complains the Council failed to properly consider the problems that arose in his assessment when he appealed its decision to refuse him a blue badge. We find fault with the Council’s response to his appeal and have agreed another assessment considering Mr X’s reasonable adjustments.