Royal Borough of Kingston upon Thames (22 013 618)

Statement Upheld Homelessness 27-Apr-2023

Summary: Miss X complains the Council failed to take a homelessness application and provide interim accommodation. The Council is at fault as it did not thoroughly consider Miss X’s housing situation when deciding she was not homeless which caused distress to her. The Council proposal to remedy this injustice by taking a homelessness application, providing interim accommodation, and making a payment of £500 to Miss X is a proportionate remedy.

Royal Borough of Kingston upon Thames (22 013 845)

Statement Upheld Charging 04-May-2023

Summary: There is no evidence of fault by the Council in the way it dealt with the charges for Mrs Y’s care. There is some evidence of poor communication with Mrs Y’s representative and for this it should apologise.

Royal Borough of Kingston upon Thames (22 005 177)

Statement Upheld Residential care 29-May-2023

Summary: Mrs Q is making a complaint for her son (Mr H) who lacks mental capacity and, for a time, lived in assisted living accommodation which was funded and commissioned by the Council. The accommodation, as well as Mr H’s care and support, was managed by Stallcombe House (Care Provider). Mrs Q says the Care Provider wrongly gave notice for Mr H's placement to end with immediate effect and for reasons she had not been told about earlier. She explains the Care Provider never told her of any incidents leading to the decision to give notice. We found fault by the Care Provider for the way it gave notice which caused Mrs Q distress. We also found Mr H’s care and support fell below the Care Quality Commission’s fundamental standards which caused him harm. As the Council is responsible for the commissioned placement, we have made recommendations that it remedy the injustice caused.

Royal Borough of Kingston upon Thames (22 014 329)

Statement Upheld Traffic management 29-Aug-2023

Summary: Ms X complained about a pedestrian crossing near her home. There was fault with the Council for its delay in contacting Transport for London which prolonged Ms X’s avoidable injustice.

Royal Borough of Kingston upon Thames (23 002 343)

Statement Upheld Looked after children 24-Sep-2023

Summary: Ms X complains the Council failed to deal with her concerns about an eye condition, delayed seeking treatment for it and failed to ensure she had an ID and passport causing distress. Ms X complains the Council has not offered an appropriate financial remedy after considering and upholding most of her complaints through the statutory children’s complaints process. We consider the findings of the Council’s investigation were fair and appropriate. The Council has already made service improvements. The Council has agreed to our recommendation for a revised financial remedy to recognise Ms X’s avoidable distress caused by the Council’s faults.

Royal Borough of Kingston upon Thames (23 008 027)

Statement Upheld Allocations 13-Mar-2024

Summary: The Council was at fault for not moving Ms X to suitable temporary accommodation sooner. As a result, she spent longer than she should have in unsuitable accommodation. The Council agreed to apologise to Ms X, make a payment to acknowledge the time she spent in unsuitable accommodation and look at what it can do to increase its supply of temporary accommodation.

Royal Borough of Kingston upon Thames (23 012 818)

Statement Upheld Special educational needs 27-Mar-2024

Summary: Ms Y complained the Council decided Placement H was a suitable setting for her child, X, despite concerns from Ms Y and Placement H. Ms Y said this led to X losing education and therapy provision. Ms Y also complained the Council delayed agreeing to her proposed education arrangements for X and delayed securing therapy provision. We have found the Council at fault for failing to secure the therapy provision in X’s Education, Health and Care Plan for the first term of the 2023/24 academic year. We have also found the Council at fault for some of its communication with Ms Y and for delay in responding to X’s emergency review. We have made recommendations to remedy the injustice this caused. Parts of Ms Y’s complaint concerns matters which were part of, connected to, or could have been part of, an appeal to the SEND Tribunal. We cannot consider these matters.

Royal Borough of Kingston upon Thames (23 011 817)

Statement Upheld Other 28-Mar-2024

Summary: Mr X complains the Council has not provided a sufficient remedy following delay in repairing faulty appliances in his temporary accommodation. We have concluded our investigation having made a finding of fault. There was delay in repairing the appliances and the Council has offered to make a further remedy payment to Mr X in line with its Housing Compensation Policy. The Council’s offer is fair and proportionate.