Royal Borough of Kingston upon Thames (23 016 674)

Statement Upheld Other 01-May-2024

Summary: Mr X complained the Council failed to investigate his complaint about its care of him when he was a child. The Council was at fault. This caused Mr X avoidable frustration, for which the Council will apologise and pay him £250. The Council will also complete a stage two response to Mr X’s complaint.

Royal Borough of Kingston upon Thames (23 013 762)

Statement Upheld Homelessness 19-May-2024

Summary: Ms X complained about the way the Council dealt with her homelessness and that it placed her in unsuitable accommodation. The Council was at fault as it delayed offering Ms X interim accommodation and failed to properly consider the suitability of the accommodation it offered. The Council has agreed to make a payment to Ms X and provide evidence of the actions it has taken to improve its services.

Royal Borough of Kingston upon Thames (23 014 984)

Statement Upheld Direct payments 19-Jun-2024

Summary: Mrs Z, on behalf of her father Mr X, complained the Council’s needs assessment failed to identify all his eligible needs and it delayed in completing a financial assessment which prevented her father making an informed decision and he now owes a debt of approximately £5,000. The Council accepts it delayed completing the financial assessment and has already provided a suitable remedy for the injustice caused.

Royal Borough of Kingston upon Thames (23 011 888)

Report Upheld Pollution 01-Jul-2024

Summary: Mr K complained the Council has failed to remove a fly-tipped mattress from a river running through a council-owned park. He says this has had an impact on wildlife in the river.

Royal Borough of Kingston upon Thames (24 002 914)

Statement Upheld Allocations 05-Aug-2024

Summary: We will not investigate this complaint about the Council’s housing register. The Council has accepted there was fault in its communication with the complainant and offered an appropriate remedy. It would not be proportionate for us to investigate.

Royal Borough of Kingston upon Thames (23 017 702)

Statement Upheld Homelessness 19-Sep-2024

Summary: Ms X complains that the Council wrongly considered she did not qualify for the housing register and did not consider her homelessness application. The Council is at fault as it did not properly consider Ms X’s housing register application and failed to consider a homelessness application made by her representative. As a result, the Council’s decision that Ms X did not qualify for the housing register was wrong. The Council has agreed to remedy the injustice to Ms X by apologising to her and making a payment of £400. It will also now place Ms X on the housing register.

Royal Borough of Kingston upon Thames (23 021 434)

Statement Upheld Charging 06-Oct-2024

Summary: Miss X complained the Council overcharged for her mother, Mrs Y’s care package, delayed pursuing unpaid invoices and failed to issue amended invoices even after she complained. The Council charged Mrs Y for more care than she needed and delayed issuing revised invoices following Miss X’s complaint. The Council has agreed to apologise, make a payment to acknowledge the distress and frustration caused and issue revised invoices.

Royal Borough of Kingston upon Thames (23 020 135)

Statement Upheld Domiciliary care 29-Oct-2024

Summary: The Council accepted a care agency, acting on its behalf, failed to manage failed to Mr Y’s medication safely and that there were errors in care records, however, it failed to offer a remedy for injustice caused.

Royal Borough of Kingston upon Thames (24 001 898)

Statement Upheld Homelessness 25-Nov-2024

Summary: The Council delayed issuing a decision on Miss B’s homeless application, left Miss B and her children in hotel accommodation for more than six weeks, delayed responding to Miss B’s representative and failed to keep proper records. An apology, payment to Miss B, reminder to officers and a review of the Council’s processes is satisfactory remedy.

Royal Borough of Kingston upon Thames (24 013 165)

Statement Upheld Other 28-Nov-2024

Summary: We will not investigate this complaint about a Fixed Penalty Notice for fly-tipping because the Council has provided a satisfactory remedy.