London Borough of Hounslow (22 016 934)

Statement Upheld Other 10-Apr-2023

Summary: We uphold Miss X’s complaint the Council has failed to reply to her complaint within its Children Act statutory complaints’ procedure. The Council has now agreed to do so.

London Borough of Hounslow (22 017 814)

Statement Upheld Council tax 24-Apr-2023

Summary: We will not investigate this complaint about payments of Council tax as the matter was remedied.

London Borough of Hounslow (22 000 925)

Statement Upheld Traffic management 29-May-2023

Summary: Mr X complained about how the Council handled three traffic management schemes in the local area. There was no fault in how the Council carried out the traffic management schemes. But it was at fault for its delay in dealing with and responding to Mr X’s complaint. This caused Mr X frustration and time and trouble chasing it for updates and making a further complaint to the Ombudsman. The Council will take action to remedy the injustice caused.

London Borough of Hounslow (22 014 159)

Statement Upheld Allocations 06-Jun-2023

Summary: We will not investigate Mr X’s complaint about how the Council dealt with his housing register application. Following Mr X’s complaint to us the Council has accepted it was at fault for failing to tell Mr X about his review rights. It has agreed to complete a review of its decision. We are satisfied with the action the Council has agreed to take. We cannot assess any injustice to Mr X until the Council has completed the review.

London Borough of Hounslow (22 015 672)

Statement Upheld Homelessness 20-Jun-2023

Summary: The Council was at fault in how it considered Mr X’s request to move home due to the risk of domestic abuse. The Council failed to tell Mr X about his statutory review rights and failed to consider whether Mr X was homeless. The Council was also at fault for failing to make reasonable adjustments for Mr X’s disability. The Council has agreed action to remedy the injustice to Mr X and to improve its services.

London Borough of Hounslow (22 009 145)

Statement Upheld Homelessness 26-Jun-2023

Summary: There was fault by the Council. It took too long to process Mr B’s homelessness application and move his young family from a hazardous property to interim accommodation. It did not explain its processes and decisions to Mr B, and it did not handle his complaint properly. The Council’s shortcomings meant that the family lived in a damp and mouldy property for longer than they should have, and were uncertain as to how the Council would help them.

London Borough of Hounslow (22 010 636)

Statement Upheld School transport 29-Jun-2023

Summary: Mrs X complains the Council did not properly consider her school transport appeals for her son and daughter, who are disabled. We consider there is fault by the Council. It has agreed a remedy.

London Borough of Hounslow (22 010 125)

Statement Upheld Covid-19 04-Jul-2023

Summary: Mrs X complains the Council failed to properly assess her blue badge application for her son in a timely manner and that it failed to make reasonable adjustments at the face-to-face assessment. The Council is at fault for failing to consider the request for reasonable adjustments and failing to provide detailed reasons for refusal of a blue badge. The Council has accepted our recommendations to remedy the injustice caused by making a payment to acknowledge the distress caused and it has agreed to make service improvements.

London Borough of Hounslow (22 015 504)

Statement Upheld Special educational needs 19-Jul-2023

Summary: Mr X complained the Council did not provide his daughter, Y, a school place from November 2021, or the specialist provision in her Education, Health and Care Plan from May 2022. The Council did not ensure Y received an education between November 2021 and May 2022, and did not secure the provision in her plan from June 2022 until June 2023. The Council agreed to pay Mr X £8,200 to remedy the loss of education and provision to Y, and £300 to recognise the distress and frustration caused to Mr X.

London Borough of Hounslow (22 015 112)

Statement Upheld Alternative provision 30-Jul-2023

Summary: Mrs X complained the Council failed to provide sufficient support for her daughter especially when her school attendance began to drop. We find the Council at fault for failing to provide alternative provision. The Council will make a financial payment for the loss of education, review the provision currently in place and remind staff of the policy.