Royal Borough of Greenwich (23 008 951)

Statement Upheld Traffic management 08-Apr-2024

Summary: Mr C complained about a section of cycle lane and a trip hazard. Mr C said as a person with a disability he could not walk safely along this section of pavement. We have found fault by the Council in the time taken to respond to Mr C’s concerns and a failure to put the matter through its complaint procedure. We consider the agreed action of an apology, offer of a meeting and issuing of complaint handling guidance provides a suitable remedy.

Royal Borough of Greenwich (23 016 925)

Statement Upheld Housing benefit and council tax benefit 21-Apr-2024

Summary: We will not investigate this complaint about a housing benefit application. The Council has upheld the complaint and apologised. Further investigation by the Ombudsman would not lead to a different outcome.

Royal Borough of Greenwich (22 017 481)

Statement Upheld Other 29-Apr-2024

Summary: Mr X complained about the condition of a local road that affected his home. We found fault in how the Council dealt with Mr X’s concerns about the road. The Council agreed to apologise to Mr X and pay him £300 in recognition of his distress and time and trouble caused by its delay, poor communication and complaint handling.

Royal Borough of Greenwich (23 012 805)

Statement Upheld School admissions 29-May-2024

Summary: Mr X complained the Council did not conduct his daughter’s school admissions appeal correctly. We have found fault because details of the panel’s discussions and decision have not been recorded in sufficient depth. To remedy the injustice caused, the Council has agreed to apologise and arrange a fresh appeal.

Royal Borough of Greenwich (23 009 498)

Statement Upheld Homelessness 01-Jul-2024

Summary: Ms X complained that the Council failed to provide her with suitable accommodation when she was homeless, failed to provide advice about storage of her belongings when she moved into interim accommodation and failed to check information it held as a result of which she was shortlisted for social housing and then removed from the shortlist. We found the Council was at fault. In recognition of the injustice caused, the Council has agreed to make a payment to Ms X.

Royal Borough of Greenwich (23 008 661)

Statement Upheld Assessment and care plan 26-Aug-2024

Summary: Ms X complained about the way the Council’s reablement team went about assessing her needs in 2022 and about various issues associated with her son’s care and her role as a carer. We found no fault with how the 2022 reablement assessment was conducted. However, we found there was a failure to respond to her complaint in January 2023 and delay in carrying out an investigation into direct payment issues. We recommended an apology and that the council took action. We also recommended both Ms X and the Council considered taking part in mediation.

Royal Borough of Greenwich (23 017 979)

Statement Upheld Council tax 16-Oct-2024

Summary: We found fault on Mr S’s complaint about the Council’s handling of his application for a Landlord Property Improvement Grant. There were periods of delay, a failure to keep him updated, and a failure to exercise discretion to waive the Long-Term Empty Premium for one period. This cost him financially. The agreed action remedies the injustice caused.

Royal Borough of Greenwich (23 021 298)

Statement Upheld Homelessness 03-Jan-2025

Summary: Miss X complains the Council placed her and her children in unsuitable interim and temporary accommodation and delayed in moving them. Miss X also complains the Council did not place her in the correct priority band under its housing allocations scheme. The Council was at fault as Miss X and her children lived in bed and breakfast accommodation for longer than six weeks so they lived in one room with shared facilities for longer than they should have done. The Council also delayed in contacting another council for a reciprocal agreement to house Miss X and delayed in accepting the main housing duty. The Council has agreed to remedy this injustice to Miss X by apologising and making a total symbolic payment of £3650 to her.

Royal Borough of Greenwich (24 008 368)

Statement Upheld Allocations 28-Feb-2025

Summary: Miss X complained about the Council’s handling of her housing register and homelessness application since 2022. The Council agreed it was at fault for its failure to enable her to bid for properties under its general priority band. We found this did not cause her a significant injustice. We have not investigated other part of Miss X’s complaint as these were late, carried appeal rights to court, or have previously been considered by the Ombudsman.

Royal Borough of Greenwich (24 010 673)

Statement Upheld Residential care 28-Mar-2025

Summary: Miss X complained about how a care home commissioned by the Council managed Ms Y’s care. We find the care home failed to keep complete records, causing uncertainty to Miss X. The Council has agreed to apologise, make a payment to recognise the uncertainty caused and act to prevent recurrence.