LGO Individual Decisions

Summary: We will not investigate Mrs X’s complaint about housing allocations because there is not enough evidence of fault.

Summary: We will not investigate this complaint about how the Council responded to a noise nuisance concern. This is because

Summary: We will not investigate this complaint about the suitability of accommodation offered under the Council’s homelessness duty. It was reasonable for Miss X to use the review/appeal procedure offered by the legislation to challenge the Council’s decision. We cannot investigate complaints about repairs from tenants of social housing landlords.

Summary: Mrs X complained the Council failed to carry out agreed actions following a tribunal hearing regarding her son’s Education, Health and Care Plan. Mrs X also complained the Council failed to follow its complaints procedure. She says the Council’s actions negatively impacted her son’s mental health and meant he did not receive the provision he needed. Mrs X says the Council’s actions also caused her avoidable stress. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy to Mrs X.

Summary: We will not exercise discretion to investigate this complaint about disrepair and damage to property during Mr X’s occupation of interim accommodation in 2020-21. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner.

Summary: We will not investigate Ms X’s complaint that changes to the Council’s Housing Allocations Scheme in 2024 have unfairly affected her registration date. There is insufficient evidence of fault to warrant an investigation.

Summary: We will not investigate Mr X’s complaint about bin issues. This is because the Council has already taken suitable action in response to Mr X’s complaint and so it does not warrant a further investigation by this office. There is nothing further we would add or recommend.

Summary: We have upheld Miss X’s complaint because the Council delayed considering her complaint at stage three of the children’s statutory complaints procedure. The Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused to Miss X.

Summary: We will not investigate this complaint about the Council’s handling of Ms X’s council tax. This is because the Council has already provided a suitable remedy.

Summary: We will not investigate Miss X’s complaint about the Council’s housing allocation because there is not enough evidence of fault.

Summary: We cannot investigate Mr B’s complaint about a Penalty Charge Notice he received for an alleged moving traffic contravention. This is because Mr B put in an appeal to London Tribunals.

Summary: We will not exercise discretion to investigate this complaint about the Council’s officers giving misleading information to the BBC in a broadcast in July 2024. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner.

Summary: Mr X complained the Council failed to secure suitable temporary accommodation for him and his family. We find the Council at fault for not moving Mr X to suitable temporary accommodation, causing stress and upset. The Council has agreed to apologise and make a payment to recognise the injustice.

Summary: We will not investigate this complaint about the Council’s handling of a leak and related matters. This is because the law prevents us investigating.

Summary: We will not investigate Mr X’s complaint about losses he incurred due to his property being used as temporary accommodation because it is more appropriate for him to take court action and because we could not achieve the outcome he wants.

Summary: Ms B complained that the Council delayed in carrying out a review of the suitability of her temporary accommodation. We found the Council at fault for taking nine months rather than eight weeks to complete the review. This meant Ms B and her family lived in unsuitable accommodation for longer than was necessary. The Council has agreed to apologise and make a symbolic payment of £900.

Summary: We cannot investigate this complaint about the Council’s policy relating to service charge for leaseholders of its properties. We have no jurisdiction to investigate complaints about the management of housing let on long leases by a housing authority.

Summary: We will not investigate this complaint about Mr X’s complaint about a planning application refusal by the Council. This is because Mr X has an appeal right, and it would be reasonable for Mr X to use this appeal right to the Planning Inspectorate.

Summary: We will not investigate this complaint about a parking penalty charge notice as the complainant had the right to appeal to a tribunal to challenge it.

Summary: We will not investigate this complaint about how the Council handled Miss X’s housing register application. This is because there is not enough evidence of fault to justify our investigation.

Summary: Miss X complained the Council failed to ensure adequate repairs were carried out at her temporary accommodation. Miss X also complained the unresolved disrepair issues meant the temporary accommodation provided to her was unsuitable. She said the Council’s actions caused her avoidable distress and negatively impacted her mental health. We found fault by the Council. The Council has agreed to offer suitable alternative accommodation to Miss X and provide her with an apology and a financial remedy.

Summary: Ms C complained about the Council’s handling of her concerns about the suitability of her temporary accommodation and advice she received. She said this has impacted her and her family, and they remain in unsuitable accommodation. We found the Council at fault for failing to complete suitability reviews, share its decisions, and provide Ms C with her appeal rights. It remains at fault as Ms C’s family remains in the accommodation the Council has since agreed is unsuitable. The Council will apologise to Ms C and make payment to acknowledge the injustice its faults caused, and continues

Summary: We will not investigate this complaint about the suitability of Ms X’s temporary accommodation. It was reasonable to expect Ms X to ask the Council for a review of its decisions.

this complaint about the ownership of a property used by the Council as private sector temporary accommodation. Private ownership disputes are matters for the courts to resolve and it is reasonable for Miss X to seek a legal remedy.

Summary: Ms X complained about the suitability of temporary accommodation provided by the Council and how it dealt with her housing register application. We have found fault by the Council but consider the agreed action of an apology and symbolic payment provides a suitable remedy.