London Borough of Tower Hamlets (21 015 477)

Statement Upheld Covid-19 02-Apr-2023

Summary: Mr Y complained about the Council’s lack of assistance with his homelessness. The Council was at fault for a failure to progress the homelessness case and issue appropriate decision letters between August 2020 and February 2021. The Council also failed to make proper enquiries about Mr Y’s caring responsibilities in that period but this did not affect the outcome. The Council said it would apologise and pay Mr Y £750 to remedy the frustration and uncertainty caused, which is an appropriate remedy.

London Borough of Tower Hamlets (21 018 271)

Statement Upheld Charging 17-Apr-2023

Summary: Miss Y complained about how the Council calculated what her friend Mrs X should pay towards her care. The Council was not at fault in how it decided what Mrs X should pay. The Council was, however, at fault for failing to ensure Mrs X received some of the support in her care plan. The Council will apologise and pay Mrs X £250 in recognition of the frustration this caused.

London Borough of Tower Hamlets (22 002 278)

Statement Upheld Homelessness 01-May-2023

Summary: Miss X complains the Council failed to provide suitable temporary accommodation and failed to correctly assess her housing priority. We have found the Council at fault for the way it administered Miss X’s housing application, for delays in providing Miss X with a right of appeal, and for its record-keeping. We have made recommendations to remedy the injustice caused.

London Borough of Tower Hamlets (22 008 300)

Statement Upheld Allocations 08-May-2023

Summary: there was no fault in the way an Occupational Therapist assessed Mrs X’s housing needs in April 2022 and made recommendations about a suitable type of property. However the Council’s failure to reply to an email from Mrs X’s son accepting an offer to arrange a new assessment was fault. The Council has agreed to apologise for this.

London Borough of Tower Hamlets (22 014 970)

Statement Upheld Transport 23-May-2023

Summary: Miss X complained the Council wrongly denied her application and appeal for a blue badge. There was no fault in the Council’s assessment of Miss X’s application. There was fault in how the Council informed Miss X of its decision, but this did not cause Miss X an injustice.

London Borough of Tower Hamlets (22 013 602)

Statement Upheld Assessment and care plan 24-May-2023

Summary: Ms X complained about the Council’s decision making on her mother’s care and support, leaving her mother, Mrs Y, struggling with a shortfall in care. We found fault by the Council causing injustice. We recommended it apologise to Mrs Y, pay her £750 for distress and uncertainty, reinstate her previous package of care, offer a reassessment of her care needs and support, and take action to prevent recurrence.

London Borough of Tower Hamlets (22 012 077)

Statement Upheld Special educational needs 13-Jun-2023

Summary: Miss X complained about delays throughout the Education, Health, Care Needs assessment process for her son, and the Council did not seek appropriate advice to inform the assessment of his needs. We found fault with the Council with significant delays, with poor communication, and some fault with what advice it obtained. This caused uncertainty, frustration and distress for Miss X and her son, and he missed out on extra support for his needs. The Council has agreed to our recommendations to remedy the injustice and to take action to prevent recurrence of fault.

London Borough of Tower Hamlets (22 015 039)

Statement Upheld Homelessness 20-Jul-2023

Summary: The Council was at fault for delay ending its main housing duty to Ms X and for failing to respond to her request to review this decision. There was also fault in communication and complaint handling. The Council has agreed to apologise, progress the review, make a payment to Ms X, and act to improve its services.

London Borough of Tower Hamlets (22 016 130)

Statement Upheld Allocations 30-Jul-2023

Summary: Ms X complained the Council did not suitably consider her medical needs and the negative impact her current home has on her when deciding not to award medical priority on the housing register. We found fault with the Council for failing to properly explain its decision making to Ms X. We also found fault with delays in processing her application. The Council has agreed to our recommendations to remedy the injustice caused to Ms X.

London Borough of Tower Hamlets (22 016 414)

Statement Upheld Planning applications 21-Aug-2023

Summary: Mr X complained the Council failed to tell him about proposed solutions to protect the privacy of his home. We found fault as the Council took a significant amount of time to share the options with him. To remedy the injustice caused by this fault, the Council has agreed to apologise, make a payment to Mr X and remind officers of relevant procedures.