London Borough of Bromley (22 001 648)

Statement Upheld Special educational needs 04-Apr-2023

Summary: Mrs X complains the Council have failed to provide occupational therapy provision as set out in her son, Y’s, EHCP. We have concluded our investigation having made a finding of fault. The Council did not provide Y with the occupational therapy provision as set out in his EHCP and it did not provide a sufficient remedy thereafter. The Council have agreed to our recommendations.

London Borough of Bromley (22 001 040)

Statement Upheld Residential care 05-Apr-2023

Summary: Mrs D complained on behalf of her mother, Mrs X, about faults in hospital discharge, residential care, community therapy services, equipment provision and complaint handling. The complaint is about the actions of London Borough of Bromley (the Council), Kings College Hospital NHS Foundation Trust (KCH Trust), Oxleas NHS Foundation Trust (Oxleas Trust); Bromley Healthcare CIC Ltd (Bromley Healthcare); and Sundridge Court Nursing Home. We upheld the complaints about the Council and Sundridge Court that relate to hospital discharge, residential care and complaint handling. The Council and Sundridge Court accepted our recommendations, so we have completed our investigation.

London Borough of Bromley (22 016 427)

Statement Upheld Parking and other penalties 10-Apr-2023

Summary: We will not investigate this complaint about the Council failing to respond to the complainant’s communications about two penalty charge notices. This is because the Council has now proposed to take action which is a satisfactory way to address the complaint.

London Borough of Bromley (22 012 335)

Statement Upheld Homelessness 11-May-2023

Summary: Mrs X complains about the suitability of a temporary accommodation and being asked for rent that was not due. We find fault with the Council for failing to properly consider whether the temporary accommodation was suitable and for not providing Mrs X with alternative suitable accommodation. We have made several recommendations to address the injustice caused by these faults.

London Borough of Bromley (22 016 360)

Statement Upheld Special educational needs 17-May-2023

Summary: Mrs X complains the Council has not dealt properly with her daughter’s education. The Council took too long to produce an EHCP and did not consider whether alternative education should be provided. Mrs X’s right of appeal was delayed and her daughter Y missed education. The Council has agreed to apologise, pay Mrs X £3,000 for Y’s loss of education and provide training and guidance to staff.

London Borough of Bromley (22 013 915)

Statement Upheld Enforcement 29-May-2023

Summary: Mr X complained that the Council failed to take appropriate action in respect of a planning enforcement report he made. We found the Council’s decision was one it was entitled to take but there was unreasonable delay in the process and the Council should apologise to Mr X for this.

London Borough of Bromley (22 015 408)

Statement Upheld Housing benefit and council tax benefit 13-Jun-2023

Summary: We found fault on Mr C’s complaint about the Council failing to respond to evidence he submitted for his housing benefit claim. This caused no injustice. There was no fault on his complaints about it failing to make adjustments under the Equality Act 2010, wrongly demanding he refund an overpayment, or not communicating properly with him.

London Borough of Bromley (22 011 788)

Statement Upheld Homelessness 14-Jun-2023

Summary: there was fault in the way the Council considered Miss X’s homelessness application and met her need for interim accommodation. There was further fault in the way it responded when she reported she had been assaulted at her temporary accommodation by neighbours. It also failed to liaise with a Housing Association that was managing works at a private leased property allocated to Miss X. These faults caused Miss X and her children significant distress and hardship. The Council has agreed to provide a suitable financial remedy for Miss X and make service improvements.

London Borough of Bromley (22 015 686)

Statement Upheld Allocations 18-Jun-2023

Summary: Miss X complained about the way the Council handled her housing application. She said the Council failed to provide her with accommodation that met her needs since she became disabled and was diagnosed with a terminal illness in the summer of 2021. There was fault in how the Council considered Miss X’s housing needs and handled her application, which meant Miss X remained in an unsuitable property for 20 months. The Council agreed to apologise to Miss X, pay her a symbolic amount of £11,000 and offer her the next suitable available property, as the evidence shows she is likely to have already missed out on at least one property due to fault by the Council.

London Borough of Bromley (22 013 957)

Statement Upheld Direct payments 19-Jun-2023

Summary: Mrs X complained the Council failed to respond to concerns she raised about her son’s direct payments account. We found the Council failed to properly administer the direct payments account and there was significant delay in the Council’s response to Mrs X’s queries and complaint. The Council agreed to put the errors right and make a payment to reflect the added time trouble and distress the matter caused.