Spelthorne Borough Council (24 020 646)

Statement Upheld Private housing 14-Oct-2025

Summary: We found fault on Miss Y’s complaint about the way the Council dealt with her reports against her landlord who failed to carry out all necessary repairs as required. There were delays, failures to keep her updated, failures to show it considered whether it needed to trace the owner, and delayed consideration of whether the repairs were hazards under the Housing Health and Safety Rating System. It also failed to signpost her to seek legal advice about a possible claim for a Rent Repayment Order or protection from landlord harassment. Nor did it show it considered whether it needed to do outstanding works itself. The Council agreed to send Miss Y an apology, pay £350 for the injustice caused, remind relevant officers about action needed and what they need to consider in future similar situations, as well as reviewing why the delays happened so they are not repeated in the future.

Spelthorne Borough Council (24 020 710)

Statement Upheld Council tax 28-Apr-2025

Summary: We will not investigate Mr X’s complaint about council tax liability. This is because the Council has accepted it did not tell Mr X about his right to appeal its decision to the Valuation Tribunal. It has now agreed to suitable remedies and a service improvement. There is insufficient evidence of fault to justify investigating Mr X's complaint about the actions of a Council enforcement agent.

Spelthorne Borough Council (24 008 008)

Statement Upheld Homelessness 27-Apr-2025

Summary: Ms X complained the Council did not deal with her reports of repairs, did not properly assess her housing register application and made a false allegation to social services. Ms X said she had to live in properties in a poor state of repair. We found the Council was at fault for delays completing repairs. The Council agreed to apologise to Ms X and make a payment to her for the distress caused.