Luton Borough Council (25 001 926)

Statement Upheld Homelessness 04-Nov-2025

Summary: Mr X complained about the Council’s handling of his homelessness application. We found the Council at fault. It should apologise and make payment in recognition of the injustice caused.

London Borough of Bromley (25 007 832)

Statement Closed after initial enquiries Homelessness 04-Nov-2025

Summary: We will not investigate Ms X’s complaint about how the Council handled her tenancy when her landlord gave her notice. There is not enough evidence of significant injustice to warrant an investigation.

London Borough of Enfield (24 016 501)

Statement Upheld Homelessness 02-Nov-2025

Summary: The Council failed to provide Miss X homelessness accommodation when it should have done and when it did house Miss X, the accommodation was unsuitable. This meant Miss X accrued debt she should not have and has remained in accommodation which does not meet her needs as a Disabled person. Other fault by the Council caused Miss X avoidable frustration and uncertainty. The Council will apologise to Miss X, make a symbolic payment and take action to prevent similar fault in future.

London Borough of Enfield (24 020 749)

Statement Not upheld Homelessness 31-Oct-2025

Summary: Ms X complained that the Council did not act in good time when she was homeless. There was no fault by the Council. It considered its duties properly, and it helped her find accommodation during the relief duty period. There was no significant or avoidable delay by the Council.

London Borough of Islington (24 021 231)

Statement Upheld Homelessness 31-Oct-2025

Summary: Ms C complained the Council had wrongly refused her access to its housing register, communicated poorly, and failed to provide her suitable accommodation which met her needs since Autumn 2023. We found fault by the Council for communicating poorly and its delayed complaints handling. It has also failed to arrange suitable accommodation for Ms C since January 2025. There was no fault in the Council’s decision to refuse her on its housing register. The Council should apologise and make payment to Ms C to acknowledge the injustice its faults caused, and continues to cause her. We also made service improvement recommendations to address the faults identified.

London Borough of Lewisham (24 022 480)

Statement Upheld Homelessness 31-Oct-2025

Summary: We have not investigated a complaint about delay by the Council in addressing repair issues in a temporary accommodation property, because it is late. There was fault in the way the Council then carried out the repairs, but the Council is currently negotiating a settlement about new matters with the complainant’s solicitor, which means there is no value to further investigation by us. The Council was at fault because it signposted the complainant to the wrong Ombudsman scheme to pursue her complaint further. Although this did not cause her an injustice, the Council has agreed to ensure its staff understand which scheme to refer complainants to in future.

London Borough of Redbridge (24 017 655)

Statement Upheld Homelessness 30-Oct-2025

Summary: Mr F complains about the Council’s handling of his homelessness. There was some delay and poor communication but the Council has already apologised for this which is an appropriate remedy for the injustice caused. I do not find fault in the rest of the complaint.

London Borough of Redbridge (24 020 904)

Statement Upheld Homelessness 30-Oct-2025

Summary: Mr X complained the Council housed him and his family in unsuitable accommodation and had poor standards of communication and complaint responses. He said this caused significant uncertainty, frustration and distress. We find the Council at fault for housing his family in unsuitable accommodation and some of its communication which caused injustice. We do not find fault with its complaint responses. The Council has agreed to apologise and make a symbolic payment to remedy the injustice.

Newcastle upon Tyne City Council (24 014 942)

Statement Upheld Homelessness 30-Oct-2025

Summary: Mr D complained the Council failed to accept a homelessness application, provide a decision or provide emergency accommodation. I have found the Council at fault because it failed to follow the correct process. The Council has agreed to make service improvements, and will pay redress to Mr D.

London Borough of Haringey (25 007 652)

Statement Closed after initial enquiries Homelessness 30-Oct-2025

Summary: We will not investigate this late complaint about the Council’s decision in 2022 that Mr X was not in priority need. There is not a good reason for the delay in him complaining, and in any event it was reasonable for him to use his statutory review and appeal rights.