London Borough of Enfield (22 009 058)

Statement Upheld Charging 12-Apr-2023

Summary: Mrs X complained on behalf of Mrs Y. She complained Mrs Y unexpectedly received a large bill for residential care without having any information about charges from the Council. Mrs X also complained Mrs Y had to stay in the care home despite wanting to go home. Mrs X says this caused her and Mrs Y distress when they received the large bill. There was fault in the way the Council delayed completing an assessment and did not listen to Mrs Y’s wishes. Mrs X and Mrs Y suffered distress receiving the large bill. The Council should only charge Mrs Y the non-residential contribution for her care while she remained in the care home after expressing her wish to leave.

London Borough of Enfield (22 009 435)

Statement Upheld Homelessness 20-Apr-2023

Summary: Mr X complained about the Council’s lack of support when he became homeless. The Council was at fault for failing to review its decision to end its housing duty and for poor record keeping in relation to the storage and collection of his belongings. The Council will apologise and pay him £100 for the distress and uncertainty in relation to the loss of his belongings and give guidance to staff.

London Borough of Enfield (22 006 320)

Statement Upheld Noise 04-May-2023

Summary: the Council took too long to investigate Mr X’s reports about noise nuisance and anti-social behaviour by his neighbours. This fault caused Mr X avoidable distress and frustration and the Council has agreed to provide a remedy for this. Once the investigation started, there was no fault in the way the Council conducted it and considered the available evidence.

London Borough of Enfield (22 014 430)

Statement Upheld Trees 11-Jun-2023

Summary: We will not investigate this complaint the Council failed to respond to concerns about overhanging trees and bushes on a road at the rear of Mr X’s property. The Council has now issued a response to Mr X’s complaint. There is not enough evidence of fault in the Council’s decision not to prune the bushes to justify our involvement.

London Borough of Enfield (23 002 550)

Statement Upheld Allocations 20-Jun-2023

Summary: We will not investigate this complaint about the Council’s handling of Mr X’s housing needs. He complains the Council placed him in unsuitable temporary accommodation for two years, failed to repair the disrepair in the property, and that his social workers did not provide adequate support. This is because an investigation would not lead to a different outcome as the Council has made an appropriate offer to remedy the injustice caused by the faults accepted.

London Borough of Enfield (22 010 555)

Statement Upheld Homelessness 19-Jul-2023

Summary: we stopped investigating some parts of Mr X’s complaint because it is reasonable to expect him to have used his review and appeal rights to challenge the suitability of the temporary accommodation the Council placed him in. There was fault in the way the Council managed the renewal of hotel room bookings for Mr X. This caused him some inconvenience and the Council has agreed to provide a suitable remedy for this injustice.

London Borough of Enfield (22 011 423)

Statement Upheld Special educational needs 23-Jul-2023

Summary: Ms X complained about how the Council met her son, W’s, specialist educational needs. The Council was at fault for failing to secure some of the provision in W’s Education, Health and Care (EHC) plans. It was also at fault for significant delay in completing the EHC plan annual review process. This caused Ms X substantial avoidable frustration and meant W missed out on provision he should have had. The Council will apologise to Ms X and W and pay Ms X £3500 in recognition of the injustice she and W experienced. It will also arrange the provision W is missing, carry out staff training and review its processes.

London Borough of Enfield (22 005 685)

Statement Upheld Child protection 21-Aug-2023

Summary: The Council was not at fault for its use of medical evidence when considering the risk to Mrs B’s daughter. However, there was some fault in how the Council dealt with her case. Although it decided she was at risk of significant harm, it failed to arrange a child protection conference, as national guidance says it should have done. This meant the risk was not considered in line with proper procedure. The Council has agreed to take action to recognise Mrs B’s injustice and to improve its service.

London Borough of Enfield (22 015 903)

Statement Upheld Homelessness 22-Aug-2023

Summary: Mr X complains the Council has not dealt with his housing properly. The Council has already upheld Mr X’s complaint and offered a remedy. Mr X suffered more injustice as a result of his medical circumstances and was left out of pocket for meals. The Council has agreed to pay Mr X £300 per month for the time spent in inappropriate hotel accommodation and backdate an uprated day allowance to 14 April 2022.

London Borough of Enfield (23 003 731)

Statement Upheld Homelessness 17-Sep-2023

Summary: We have discontinued our investigation of this complaint, about the suitability of accommodation offered to a homelessness applicant, because there was a right of review she could have used, and because there is no injustice we could seek to resolve from this anyway. There is also no evidence of fault in the way the Council responded to her reports of disrepair and vermin in her current property. The Council was at fault because it did not keep in touch with the complainant at important times, and for this the Council has agreed to write to apologise.