London Borough of Croydon (22 014 659)

Statement Upheld Special educational needs 03-Apr-2023

Summary: The Council failed to provide evidence of compliance with all the recommendations we made when considering Ms X’s complaint about its failure to put in place the provisions of her child’s Education Health and Care Plan and response to her personal budget request. We found fault as the Council failed to comply with all the recommendations we made causing added frustration and uncertainty to Ms X. We have made further recommendations and so have completed our investigation.

London Borough of Croydon (22 008 865)

Statement Upheld Looked after children 04-Apr-2023

Summary: The Council was at fault for a delay in considering whether to exercise its discretion to pay Ms X’s legal fees in connection with an immigration application, a delay in processing her housing register application and a failure to send a decision letter when it later changed her priority band. There were also failings in the complaints process. The Council should pay her £500 for the worry and frustration caused, and take action to prevent recurrence of the fault.

London Borough of Croydon (22 016 908)

Statement Upheld Allocations 04-Apr-2023

Summary: The Council was at fault for a delay in considering whether to exercise its discretion to pay Ms X’s legal fees in connection with an immigration application, a delay in processing her housing register application and a failure to send a decision letter when it later changed her priority band. There were also failings in the complaints process. The Council should pay her £500 for the worry and frustration caused, and take action to prevent recurrence of the fault.

London Borough of Croydon (22 009 164)

Statement Upheld Special educational needs 26-Apr-2023

Summary: We find the Council at fault for its failings to follow the Annual Review and Education Health and Care (EHC) needs reassessment timescales for the complainant’s (Mrs X) son (Y), its failings within Y’s key stage transfer and the way it handled Mrs X’s complaints. These faults caused Y and Mrs X injustice. The Council agreed to issue Y’s final Education Health and Care Plan (EHCP), apologise, make payments to recognise negative impact of the Council’s failings on Y’s education and make payments for Mrs X for distress and time and trouble spent on chasing up the Council’s responses. The Council also agreed some service improvements.

London Borough of Croydon (21 012 716)

Statement Upheld Council tax 15-May-2023

Summary: Mr X complains about the Council pursuing council tax for two properties for which his company owns the freehold. The Council has agreed to increase its remedy.

London Borough of Croydon (22 014 655)

Statement Upheld Allocations 16-May-2023

Summary: The Council’s decision Mrs X was not in housing need failed properly to consider an OT report about the impact of her current home on her physical health. The Council was also at fault for delays progressing Mrs X’s application and completing a review of its decision. The Council has agreed to apologise, make a payment to Mrs X, review its decision, and act to improve its services.

London Borough of Croydon (22 011 652)

Statement Upheld Refuse and recycling 05-Jun-2023

Summary: Mr X complained about the Council’s waste collection at properties managed by his building development company. Mr X complained the Council failed to provide adequate bins at the properties and delayed carrying out a bulky waste collection. He also complained about the Council’s complaint handling. We found no fault regarding the provision of bins but fault in the Council’s handling of the complaint. The Council has agreed to apologise to Mr X and provide a financial remedy.

London Borough of Croydon (22 013 549)

Statement Upheld Allocations 06-Jun-2023

Summary: the Council is taking far too long to process Miss X’s application to join its Housing Register and make a decision. That is fault and the continuing delay is causing Miss X uncertainty and distress.

London Borough of Croydon (22 012 158)

Statement Upheld Homelessness 14-Jun-2023

Summary: Mr C complained about the Council’s removal of his car in 2020 and how it dealt with his concerns about disrepair and a rodent infestation in his Council flat. We found the Council was not at fault when it removed and destroyed Mr C’s car. It was at fault for its failure to consider Mr C’s eligibility under homelessness and its Housing Allocations Scheme. The Council should apologise and make payment to Mr C to acknowledge the injustice its faults caused.

London Borough of Croydon (22 005 414)

Statement Upheld Homelessness 04-Jul-2023

Summary: The Council properly considered Ms X and her household’s medical issues and their overcrowding when it decided their temporary accommodation was still suitable for their needs. However it failed to demonstrate that it had considered the domestic abuse, anti-social behaviour and racial abuse that Ms X disclosed when deciding whether the accommodation continued to be suitable. This caused Ms X significant distress and uncertainty about whether she may have been offered alternative accommodation if not for the fault. To remedy this, the Council has agreed to apologise, pay Ms X £600 and make a new suitability decision.