London Borough of Croydon
Annual statistics ?Find out more about annual statistics
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Complaints upheld
90% Complaints upheld by London Borough of Croydon
90% of complaints we investigated were upheld.
This compares to an average of 85% in similar authorities.
43 upheld decisions
View upheld decisionsAdjusted for London Borough of Croydon's population, this is
11 upheld decisions per 100,000 residents.The average for authorities of this type is
8.2 upheld decisions per 100,000 residents.Statistics are based on a total of 48 investigations for the period between 1 April 2023 to 31 March 2024
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Compliance with Ombudsman recommendations
98% of cases were successfully implemented by London Borough of Croydon
98% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 99% in similar authorities.
Statistics are based on a total of 45 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
2% Complaints with satisfactory remedy provided by London Borough of Croydon
In 2% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 12% in similar authorities.
1 satisfactory remedy decision
Statistics are based on a total of 43 upheld decisions for the period between 1 April 2023 to 31 March 2024
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against London Borough of Croydon
Croydon woman’s back broken by home-help device when council withdrew care funding
A Croydon woman fractured her spine using a bed turning aid the NHS installed. The council thought this could replace paid care workers for overnight care, the Local Government and Social Care Ombudsman has found.
Child at risk of gang violence because of council failings
A four-year-old child was placed at risk of gang violence because Croydon council did not do enough to check on them and their mother when their uncle was released from prison and allowed to live with them, the Local Government and Social Care Ombudsman has found.
Croydon council fails to provide respite for disabled teen’s mum
The Local Government and Social Care Ombudsman has criticised London Borough of Croydon for failing to provide respite care for the mother of a disabled teenager because it would cost too much.
Vulnerable South London woman failed by organisations that should have helped
A vulnerable young woman trying to overcome severe mental health problems has been put at significant risk of self-harm, after the organisations which should have looked after her failed multiple times to provide specialist aftercare services.
Croydon council to review how it looks after overcrowded families following Ombudsman report
London Borough of Croydon has agreed to review its services to homeless families in temporary accommodation, after a mother had her complaint upheld by the Local Government and Social Care Ombudsman.
Council’s failure to pay agreed grant leaves family living on building site
A Croydon family was left to live on a building site for nearly two years after their local council failed to pay an agreed grant on time, the Local Government and Social Care Ombudsman has found.
Croydon man not supported properly when he moved to new home
London Borough of Croydon did not do enough to support a man with Autism, and his mother who looked after him, an investigation by the Local Government and Social Care Ombudsman has found.
Councils urged to learn from Ombudsman investigation into child abuse complaint
The Local Government and Social Care Ombudsman is urging councils to place children at the centre of decision making in cross border child protection cases, after a suicidal teenager was left without appropriate support when she reported serious sexual abuse.
Council ignores medical evidence when deciding man’s housing application
Croydon council failed to take into account a man’s life-threatening health conditions – despite receiving letters from his specialists – when it decided the type of homes he could apply for, the Local Government and Social Care Ombudsman has found.
London council leaves family in limbo without appropriate support
A young woman with life-limiting conditions has been unable to take part in some of her favourite activities for more than a year because London Borough of Croydon failed to support her and her father properly, the Local Government and Social Care Ombudsman has said.
Grandmother left without respite for two years by London Borough of Croydon
A grandmother who was ‘stretched beyond maximum capacity’ after Croydon Children’s Services left her to look after her disabled grandson for two years without any respite, has had her complaints upheld by the Local Government and Social Care Ombudsman.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 24 002 094
Category: Education
Sub Category: Special educational needs
- The Council will remind its special educational needs and disability staff to ensure decisions on whether to cease, maintain, or amend existing Education, Health, and Care plans are at all times issued within statutory timescales to parents. Including ensuring this is clearly recorded on the child’s or young person’s case record.
Case reference: 24 001 238
Category: Adult care services
Sub Category: Assessment and care plan
- The Council will remind social workers and managers in the adult social care team of the importance of keeping clear, complete and contemporaneous records of best interests meetings, including the matters considered, its decision-making process and the outcomes and actions.
Case reference: 24 001 095
Category: Housing
Sub Category: Homelessness
- The Council has agreed to review its procedures to ensure that homeless applicants who are not computer literate, are communicated with effectively either by using a postal address, or where the applicant has a representative, by sharing key decision letters with them.
Case reference: 23 020 130
Category: Children's care services
Sub Category: Looked after children
- The Council will issue written reminders to relevant officers to ensure they are aware they must have a coordinated approach to how they address complaints, especially when several departments are involved.
- The Council will issue written reminders to staff in the leaving care service to ensure they are aware they must put arrangements in place for checking suitability before a young person moves into a property.
Case reference: 23 019 545
Category: Other Categories
Sub Category: Commercial and contracts
- The Council has agreed to review how its tenancy, parking and garage services keep records of customer contact and how they are monitored to ensure responses/action are done.
Case reference: 23 018 324
Category: Housing
Sub Category: Homelessness
- The Council agreed to review the faults identified in this case and produce an action plan for changes it will make to its housing service procedures, to ensure it:properly considers the suitability of interim and temporary accommodation offered to homeless applicants;where a complaint is about the suitability of temporary accommodation for a homeless applicant, considers this via the correct statutory review procedure rather than responding via the complaints procedure;where a complaint is upheld, ensures promised actions are completed;responds to complaints within the timescales set out in its complaints procedure; and directs to the correct Ombudsman service when it issues its final complaint response.
Case reference: 23 018 175
Category: Planning
Sub Category: Enforcement
- The Council has agreed to remind complaints officers to provide complaint responses in the timescales set out in the Council’s corporate complaints policy.
- The Council has agreed to remind relevant officers to ensure planning conditions are met before they are discharged to the developer.
Case reference: 23 015 543
Category: Planning
Sub Category: Enforcement
- The Council will remind relevant officers and managers of the need to progress planning enforcement cases without avoidable delay. This will help to ensure that those who have reported issues are not left waiting for action to be taken or for a decision on the Council's stance to be made.
- The Council will remind relevant officers and managers of the content of the Council’s own planning enforcement policy and how it should communicate with and update those who have reported issues to it. This will help to ensure those who have reported potential breaches will be informed of what is happening in clear and timely manner.
Case reference: 23 015 289
Category: Environment and regulation
Sub Category: Refuse and recycling
- Remind staff of the Council’s duty to consider reasonable adjustments for service users
Case reference: 23 014 682
Category: Adult care services
Sub Category: Direct payments
- The Council will remind relevant officers and managers of its duties linked to adult care planning in line with the Care Act 2014 and the Care and Statutory Support Guidance 2014. This will help to ensure that timely assessments are carried out which will avoid unnecessary delays for those in need of care and support.
- The Council will consider how it can allocate social workers in a timely manner. This will help to ensure continuity of service and communication for those concerned and help to ensure care planning is not delayed.
- The Council will remind relevant officers and managers of the need for clear and easy-to-read care notes to be completed by care providers working on its behalf, in line with the Fundamental Standards of Care under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. This will help to ensure that it is clear what care has been delivered to those with eligible needs.
Last updated: 4 April 2015