LGO Individual Decisions

Summary: Mr X complained the Council delayed processing his homeless application and it did not taken any action to help him in line with its duties. We find the Council was at fault for its delays in dealing with Mr X’s homeless application and its failure to provide him with interim accommodation. These faults caused Mr X frustration and distress, and he was deprived of suitable accommodation. The Council has agreed to our recommendations to apologise to Mr X and make payments to reflect his injustice.

Summary: We will not investigate this complaint about a Penalty Charge Notice because the Council will make a symbolic payment to the complainant.

Summary: We cannot investigate this complaint about the Council not taking action against Council tenants who do not look after their properties. This is because we cannot investigate complaints about the management of social housing by a council acting as a social landlord.

Summary: We will not investigate Mr X’s complaint that the Council refused his housing application because this complaint is late. We also cannot investigate part of Mr X’s complaint because it is about the management of social housing by a council acting as a social landlord

Summary: We will not investigate Ms X’s complaint about the Council’s handling of her reports of anti-social behaviour by a neighbour, whose tenancy is managed by the Council. There is insufficient evidence of fault by the Council in the last 12 months to justify our involvement.

Summary: We will not investigate this complaint about Penalty Charge Notices because the complainant could have followed the statutory process and appealed to the tribunal.

Summary: Miss B complained that the Council mishandled her homelessness application. We have found the Council at fault for delays in processing Miss B’s application and providing inconsistent information. These faults caused Miss B uncertainty, distress and frustration. The Council has agreed to apologise to Miss B, make a symbolic payment and complete service improvements to remedy the injustice caused.

Summary: We will not investigate this complaint about communication failures by the Council during a stressful adult social care case. The Council has apologised to the complainant and addressed the concerns with relevant staff to improve future service. We are satisfied with the actions already taken; it is unlikely an Ombudsman investigation would add to this or achieve a different outcome.

Summary: We will not investigate this complaint about an alleged failure by the Council to classify the complainant’s two properties as one dwelling for council tax purposes, or the valuation of these properties to inform the relevant banding. This is because the complainant could reasonably appeal to the Valuation Tribunal about these matters. All other issues raised by the complainant are either outside our legal jurisdiction, or should not be considered until the Council's complaints policy and procedure has been exhausted.

Summary: We will not investigate this complaint about an appeal against a Penalty Charge Notice because the courts are better placed to consider the issue.

Summary: We will not investigate this complaint about the complainant’s priority on the housing register. This is because there is insufficient evidence of fault by the Council.

Summary: We will not investigate this complaint about Council tax liability and payments because the matter is out of time and there was a right of appeal to a Valuation Tribunal.

Summary: Mrs X complained, on behalf of her husband Mr X, about how the Council dealt with her request for help with Mr X’s care home placement. There was fault in how the Council assessed Mr X’s needs and how it planned his care and support. This led to significant avoidable distress to Mr X and Mrs X; and also affected Mr X’s mental health. The Council agreed to apologise, issue an amended care and support plan for Mr X, and pay both Mr and Mrs X a financial remedy. It also agreed to review its practices and arrange training for its staff.

Summary: We will not investigate this complaint about the provision of housing for affordable housing on a development marketed as private open market housing only. This is because the complaint is made too late.

Summary: Miss X complains the Council has failed to assess her needs as her son’s carer properly, leaving her without support. The Council was at fault over the way it did her 2024 carer’s assessment. It needs to apologise, make a symbolic payment to her, and reassess her needs as her son’s carer. The Council also needs to take action to improve its working practices.

Summary: We will not investigate this complaint about an arrangement to pay council tax arrears. This is because there is insufficient evidence of fault by the Council.

Summary: We will not investigate this complaint about the suitability of temporary accommodation. It is reasonable for Miss X to use her statutory right of appeal via the county court.

Summary: We will not investigate this complaint about Miss B’s unsuccessful application for a blue badge renewal for her daughter. This is because there is insufficient evidence of fault by the council.

Summary: We will not investigate this complaint about funding for adult social care in a care home. The Council delayed deciding on ordinary residence. The Council has apologised and will improve future service, but the delay does not make the decision wrong. It is unlikely the Ombudsman could add to the Council’s investigation or reach a different outcome. We cannot tell the Council it must provide funding.

Summary: We will not investigate this complaint about how the Council dealt with Ms Y’s transition from children’s to adult services. This is because the complaint is late and there is no good reason for us to investigate now.

Summary: We have found the Council at fault for failing to provide Miss X and her family with suitable accommodation for an extended period of time. This caused them avoidable injustice. The Council has agreed to remedy this injustice.

Summary: We will not investigate Mr X’s complaint about the Council’s handling of a planning application and its decision not to take enforcement action. This is because there is not enough evidence of fault by the Council to warrant an investigation by us.

Summary: Mr X complains about repeated failures by the Council’s care providers (

Summary: Mr X complained about how the Council decided on planning applications at a neighbouring property and how it investigated alleged breaches of planning control. Mr X says this has led to a detrimental impact on his own property. We find the Council at fault for delays in its investigation of the alleged breaches of planning control. The Council has agreed to apologise and make a payment to reflect the injustice to Mr X.

Summary: We will not investigate this complaint about what happened during the Council’s ‘buy back’ of Miss X’s leasehold property due to a regeneration project. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The Council has already offered a suitable financial remedy for the delays and uncertainty caused to Miss X. There is no worthwhile outcome achievable by the Ombudsman starting an investigation.