Luton Borough Council (23 016 884)

Statement Upheld Commercial and contracts 10-Jul-2024

Summary: Mr X complained the Council did not explain his company would need to apply to join an Approved Providers List to continue to work with the Council. The Council’s failure to ensure all providers were aware they would need to apply to the new APL to continue working with the Council is fault. This fault has caused Mr X an injustice.

Luton Borough Council (23 020 528)

Statement Upheld Adoption 18-Aug-2024

Summary: The Council has already accepted that it was at fault for some of the ways in which it attempted to support Mr and Mrs B ahead of a proposed adoption placement. And its explanations for other actions it took – which it has supported with evidence – are not obviously unreasonable. Consequently, it would not be proportionate to do a further investigation of the issues Mr and Mrs B raise. But the Council has agreed to take steps to improve its service.

Luton Borough Council (23 016 281)

Statement Upheld Looked after children 10-Sep-2024

Summary: Mr X complained on behalf of Mr O and Mr P that the Council failed to investigate their complaint through the statutory complaints procedure. Mr X said the Council has failed to provide answers to their complaints, and it has caused unnecessary and avoidable distress. We find the Council at fault, and this caused injustice. The Council has agreed to investigate Mr O and Mr P’s complaint through the statutory complaints procedure without delay.

Luton Borough Council (23 016 145)

Report Upheld Housing benefit and council tax benefit 25-Oct-2024

Summary: On behalf of Mrs X, Mr Y complained the Council took over six years to forward Mrs X’s benefit appeal to the Tribunal. Mr Y said the Council’s delay caused Mrs X avoidable distress, uncertainty and frustration.

Luton Borough Council (24 005 686)

Statement Upheld Charging 23-Jan-2025

Summary: Mrs X complains the Council delayed assessing Mrs Y’s financial contribution for care. The Council was at fault as its communication was poor and there was significant delay in progressing the matter. The Council has agreed our recommended remedy for the frustration and time and trouble caused to Mrs X.

Luton Borough Council (23 016 371)

Statement Upheld Assessment and care plan 24-Jan-2025

Summary: Mr D complained about the way the Council dealt with his adult social care support and his complaint about a social worker. We found a delay in assessing Mr D’s care and support needs and replying to his complaints. The Council has agreed to apologise and pay Mr D £150 to remedy the distress this caused.

Luton Borough Council (23 017 228)

Statement Upheld Homelessness 24-Jan-2025

Summary: Mr D complained about the way the Council dealt with his housing disrepair and homelessness issues and about the way it dealt with his complaints. There was fault as the Council did not check that repairs had been completed in December 2022 and there was some fault in the way the Council communicated with Mr D. This has caused him distress and uncertainty. The Council has agreed to apologise, pay him £500 and discuss a communication strategy with him, to remedy the injustice caused.

Luton Borough Council (23 016 706)

Statement Upheld Homelessness 28-Mar-2025

Summary: Ms X complained the Council failed to act when she was issued with an eviction notice from her privately rented accommodation. She also complained about the Council’s actions following her eviction. We found fault by the Council in its handling of Ms X’s case. The Council agreed to apologise to Ms X and make her payment in recognition of the financial losses she incurred, and the distress caused to her and her children.