LGO Individual Decisions

Summary: We will not investigate this complaint about Council tax payments as the matter has been remedied.

Summary: We cannot investigate Mrs B’s complaint that the Council wrongly issued her with a Penalty Charge Notice for a moving traffic contravention. This is because Mrs B put in an appeal to London Tribunals.

We will not investigate this complaint about Miss X’s housing application. The complaint about the Council’s decision in 2018 is late without good reason to investigate it now. Nor could we reach a clear enough view on this point now. There is no fault in the waiting time priority the Council is giving the application now. It would be disproportionate to investigate the Council’s complaint-handling in isolation. There is no fault in the Council expecting Miss X to bid for properties rather than directly offering her a property.

Summary: Mr B complained that the Council had delayed since June 2024 in finding him suitable accommodation which caused him distress and inconvenience. The Council has now found him a suitable property which he has accepted and does not wish to pursue his complaint. We have found some delay in the time taken to find alternative accommodation, but we do not consider this caused Mr B an injustice which warrants any further remedy.

Summary: We will not investigate Mr X’s complaints about the Council’s handling of his COVID-19 business grant applications. This is because the complaints are late and I have seen no good reasons to exercise our discretion to investigate them. We cannot investigate Mr X’s complaint that the Council has applied for liability orders against him for non-payment of business rates as such matters are not subject to investigation by the Ombudsman.

Summary: The Council failed to provide Ms X with interim accommodation when she first tried to flee domestic abuse. Ms X also experienced several months without hot water in her hostel accommodation due to service failure. The Council was not at fault for the restrictions the hostel placed on visitors attending the accommodation. In recognition of the injustice caused, the Council has agreed to apologise, pay Ms X £850 and carry out service improvements.

Summary: Mr X complained about how the Council monitored and enforced “school streets” traffic restrictions, which restrict vehicles entering the street during school drop-off and pick-up times. The Council failed to consider its duties under the Equality Act in how it considered the impact of its processes on blue badge holders needing to use school streets. It also provided unclear information to Mr X. Mr X and his partner were caused avoidable distress. The Council agreed to apologise, pay a financial remedy, and review its process for introducing active CCTV monitoring on school streets.

Summary: We will not investigate Ms X’s complaint about the Council’s decision to introduce a Low Traffic Neighbourhood in her area and its refusal to act to increase availability of parking during the building works. Part of the complaint is late and investigating the remaining issues Ms X complained about would not lead to a different outcome.

Summary: We will not investigate Mr X’s complaint about the Council’s decision to evict him from his temporary accommodation. That is because the complaint is late and there are no good reasons to exercise discretion and consider it now.

Summary: Mrs X complained the Council did not allocate her a property she was in first place for, which she said caused her family to miss the opportunity of a suitable property. We find the Council at fault which caused Mrs X injustice. The Council has agreed to make a fresh decision considering all relevant information.

Summary: Ms A complains about the care provided to her sister at Bridgeside Lodge Care Home (the Care Home). We will not investigate this complaint because the Care Home is willing to reinvestigate. There is nothing more we can achieve by looking at the complaint before the Care Home completes its investigation.

Summary: We will not investigate this complaint about the Council’s report to court. The law prevents us from doing so.

Summary: We cannot investigate this complaint about the Council refusing to consider Mr X’s complaint about its actions in removing his children from his care. The matters he complains of are closely related to matters that either were or could reasonably have formed part of court proceedings. A legal bar prevents us investigating them.

Summary: We will not investigate Ms X’s complaint about the Council’s failure to pay her deposit and rent in advance when she moved in 2021. The complaint is late and there are no good reasons to investigate now.

Summary: We will not investigate Mrs X’s complaint about the Council’s decision to refuse her and her husband’s application to sponsor Ukrainian refugees at their home. This is because there is insufficient evidence of fault.

Summary: Mrs X complained about the Council’s failure to make a payment of £300 following a previous upheld complaint to the Ombudsman. There was no fault by the Council. It sent a cheque to Mrs X that was not cashed. It has now suggested Mrs X’s son provide his bank details and a direct transfer will be arranged. This is an acceptable outcome and there is no need for further investigation by the Ombudsman.

Summary: We will not investigate this complaint about Mr X’s council tax. The Council and Mr X share responsibility for Mr X accruing arrears. The Council’s actions are an adequate remedy.

Summary: We will not investigate this complaint about the Council’s assessment of a housing application. There is insufficient evidence of fault which would warrant an investigation and Miss X could ask for a further review to consider new information about her medical needs.

Summary: We will not investigate this complaint about the Council recovering unpaid council tax for the past three financial years. It was reasonable for Miss X to have been aware of her liability and there is insufficient evidence of fault by the Council which would warrant an investigation.

Summary: We will not investigate this complaint about Ms X’s claims that the Council has broken the law with regard to a property which is the subject of a legal dispute between the two parties. This is because the tests in our Assessment Code have not been met.

Summary: We will not investigate Ms X’s complaint about the Council’s failure to rehouse her after promising to do so four years ago as that part of the complaint is late. We will not investigate the Council’s decision she did not qualify for its housing register because she had a right of review, which it was reasonable for her to use and because there is insufficient evidence of fault.

Summary: We will not investigate this complaint about the Council’s delay in processing a review of a homelessness decision in 2023. It is reasonable for Ms X to appeal against the negative decision to the County Court. There is insufficient evidence of significant injustice caused by the delay to warrant investigation.

Summary: We cannot by law investigate this complaint about the Council seeking to recover an amount in unpaid council tax. This is because the Council has sought a liability order from the courts in relation to the amounts. We have no jurisdiction to investigate any matter which has been subject to legal proceedings.

Summary: We will not investigate Miss X’s complaint about an allegation of assault by Council officers. This is because the Police are better placed to consider this. Nor will we investigate the remaining issues Miss X complained about, because any injustice is not significant.

Summary: We will not investigate Ms X’s complaint about housing benefit overpayments because it is reasonable to expect her to appeal to the Tribunal.