LGO Individual Decisions

Summary: We will not investigate Mr X’s complaint about how the Council managed the lease for a public space. This is because his complaint is made late, and I see no good reason why he could not have made it sooner. I will not investigate Ms Z’s complaint because it is not about an administrative function of the Council.

Summary: The Council’s failure to provide Miss X with suitable temporary accommodation after she experienced domestic abuse was fault. As a result, Miss X remains in unsuitable accommodation where she is at risk and which is negatively affecting her mental health. The Council has agreed to apologise, try to provide suitable accommodation, make payments to Miss X and act to improve its services.

Summary: Ms X complained the Council failed to properly consider her application for housing assistance. We found the Council’s consideration of the application via homelessness legislation was appropriate. However, there were delays in assessing the application and granting housing priority points. We recommended an apology and a modest payment to reflect the issues we identified.

Summary: We cannot investigate this complaint about the Council’s failure to resolve pest and damp issues with Miss Y’s social housing and to promptly decant her to alternative accommodation. We have no power to investigate complaints about the Council acting in its capacity as social landlord. We will not investigate Miss Y’s more recent complaint because it is premature.

Summary: Miss X complained that the Council failed to move her from her unsuitable temporary accommodation since December 2023. The Council was at fault for its failure to provide Miss X with suitable temporary accommodation and its poor communication with her. The Council was also at fault in how it dealt with Miss X’s review request and its complaint handling. These faults caused distress and uncertainty to Miss X, and she continues to live in unsuitable accommodation. The Council will take action to remedy the injustice caused.

Summary: We will not investigate this complaint about a parking penalty charge notice as Mr X could have appealed it to a tribunal.

Summary: We will not investigate Mr X’s complaint about fees the Council charged for a s106 legal agreement. There is not enough evidence of fault causing injustice.

Summary: We will not investigate this complaint about Ms X’s homelessness. It is appropriate for Ms X to continue using her legal review right.

Summary: The Council was at fault for failing to address ongoing issues of damp and mould and anti-social behaviour in Miss X's temporary accommodation. The Council was also at fault for poor communication, delay acting on actions identified by its complaint process, and failure to keep the suitability of the accommodation under review. As a result, Miss X spent 19 months in unsuitable accommodation. To remedy this injustice, the Council has agreed to apologise, make payments to Miss X, and act to improve its services.

Summary: We will not investigate Mr X’s complaint about the advice provided by the Council in relation to his eligibility for a single occupancy discount for his council tax. This is because the complaint is late and there are no good reasons to exercise discretion to consider the late complaint.

Summary: Ms X complained about the way the Council has handled her homelessness application. She said the Council has discharged its duty unlawfully and has failed to confirm whether she is on the Council’s housing register. We find the Council was at fault for the initial delay in assessing Ms X’s application and delay in confirming whether she is on the housing register. This caused significant distress to Ms X. To remedy this injustice caused by fault, we make several recommendations.

Summary: Mr D complained how the Council handled his case when he approached it for homelessness assistance. He says the Council delayed assessing his case and issuing decisions, it failed to communicate with him properly and there was a lack of action to resolve his homelessness. We find the Council was at fault for its significant delays in dealing with Mr D’s homeless application. The Council has agreed to our recommendations to address the injustice caused by fault.

Summary: We will not investigate this complaint about damage to personal property following problems with disrepair in temporary accommodation. We do not investigate complaints about negligence causing personal injury or damage to property. It is reasonable for Miss X to submit an insurance claim against the Council. If this is unsuccessful she may seek a remedy in the small claims court.

Summary: Miss X complains the Council deliberately delayed arranging contact with her children. We find fault with the Council for delay in arranging extra contact days. We have agreed a symbolic payment for the frustration and distress caused to Miss X as a result.

Summary: We will not investigate this complaint about complaint about noise nuisance since 2022. The complaint is late. We have seen no reason why the complainant could not have come to use much sooner.

Summary: We will not investigate this complaint about drainage as any injustice is not significant enough to justify our involvement.

Summary: We will not investigate Miss X’s complaint that the Council sent her a warning letter about the number of complaints she submitted. This is because there is insufficient evidence of fault and further investigation is unlikely to achieve any additional outcome.

Summary: Mr X complained the Council wrongly issued him with a Fixed Penalty Notice for littering. He said the Council failed to follow the correct enforcement procedure and had insufficient evidence he committed the offence. We did not find fault in the way the Council issued Mr X a Fixed Penalty Notice.

Summary: We will not investigate Ms X’s complaint about the handling of her housing application. An investigation would not lead to a different outcome or achieve what Ms X wants.

Summary: Miss B says the Council failed to move her from unsuitable temporary accommodation despite agreeing to do so and failed to act on antisocial behaviour from another resident. The Council left Miss B in what it accepted was unsuitable temporary accommodation for 18 months longer than it should have and failed to follow its antisocial behaviour policy. An apology, payment to Miss B, reminder to officers and training is satisfactory remedy.

Summary: We will not investigate Miss X’s complaint about the Council not doing enough to provide adequate Wi-Fi network at a large public event. It is unlikely we would find fault and otherwise there is no worthwhile outcome we can achieve.

Summary: We will not investigate Mrs X’s complaint about the behaviour of a staff member at a group she attended. She says the staff member was unprofessional and verbally abused her. This is because the Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.

Summary: We will not investigate this complaint about rubbish left in the street. There is not significant enough injustice to Ms X.

Summary: We will not exercise discretion to investigate this complaint about the Council ending the provision of temporary accommodation in 2022. 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 this complaint about the suitability of temporary accommodation provided by the Council. It is reasonable for the complainant to appeal to the county court if he is unhappy with the outcome of the suitability review.