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Please note: our decisions are published six weeks after they are issued to councils, care providers and the person who has made the complaint. The cases below reflect the caselaw and guidance available at the time of issue and the individual circumstances of each case.
Pendle Borough Council (20 005 151)
Summary: Mr H complains the Council refused his business a discretionary grant under a scheme to support businesses impacted by COVID-19. We do not uphold the complaint as we find no fault in the Council’s decision.
London Borough of Newham (20 010 955)
Summary: We will not investigate this complaint that the Council delayed passing a housing benefit appeal to the tribunal. This is because the benefit decision has been reversed, there is insufficient evidence of injustice and because the complainant could complain to the Information Commissioner.
Sunderland City Council (20 010 963)
Summary: We will not investigate Mrs X’s complaint about the Council’s decision not to award a test and trace payment available during COVID-19. This is because the Council’s decision has not caused Mrs X significant personal injustice.
London Borough of Enfield (20 010 576)
Summary: Ms X complains about the Council’s decision to recover overpaid housing benefit. We will not investigate this complaint because she can appeal against the decision to a tribunal.
London Borough of Lewisham (20 010 734)
Summary: Ms X complains that the Council seeks to recover an overpayment of housing benefit. We will not investigate this complaint because there was a right of appeal to a tribunal and the matter is out of time.
London Borough of Ealing (19 011 128)
Summary: Ms Y complained the Council acted unfairly in recovery of overpaid housing benefits to Mr X. Ms Y said the Council left Mr X confused, upset and with money problems. The Ombudsman will not investigate the overpayment because of the right to appeal to the Tribunal. The Ombudsman will not investigate matters that arose more than 12 months ago, as Mr X could have complained sooner. The Ombudsman finds fault with the Council for delays, debt collection practices and confusing communication with Mr X. The Council agreed to apologise to Mr X and apply a reduction to his overpayment debt with £1,000. The Council also agreed to review its appeal process and provide training about retention of appeal rights and overpayment recovery.
City of Bradford Metropolitan District Council (20 010 411)
Summary: We will not investigate Mr X’s complaint about the Council’s decision to refuse his small business grant application. This is because there is no evidence of fault by the Council.
London Borough of Hackney (20 005 742)
Summary: Miss B complained that the Council failed to advise her correctly about her benefit entitlement when she became unemployed. The Council has agreed to pay £100 to Miss B.
Plymouth City Council (20 011 137)
Summary: The Ombudsman cannot investigate Mr X’s complaint about council tax charges during COVID-19. This is because we cannot investigate complaints which affect all or most of the people in a council’s area.
Bristol City Council (20 004 449)
Summary: Mr X complains about the Council’s handling of grant schemes and his complaints, resulting in loss of trust and financial difficulties. We find fault by the Council and recommend it provides Mr X an apology, payment for distress and payment for time and trouble.
Liverpool City Council (20 006 507)
Summary: Mr X complained the Council delayed correcting his council tax liability after his tenants left and he was put to time and trouble. We found fault by the Council. It offered a suitable remedy.
London Borough of Tower Hamlets (20 009 879)
Summary: On the evidence currently available, we will not investigate this complaint about the Council pursuing Miss X for unpaid council tax. This is because the complaint is late. We will not exercise discretion to investigate because Miss X could have complained sooner. There is also insufficient evidence of fault by the Council.
Wokingham Borough Council (20 011 617)
Summary: Mr X complains about the dates the Council held him liable for council tax on a property he let. We will not investigate this complaint because there is a right of appeal to a Valuation Tribunal.
London Borough of Haringey (20 012 124)
Summary: Mr X complains the Council has not completed the agreed remedy from a previous investigation by the Ombudsman about an alleged Housing Benefit overpayment. The Council has delayed acknowledging Mr X’s appeal and has continued to collect money from his employer when it should not have done. The Council has agreed to apologise to Mr X, write to him acknowledging his appeal and refund deductions from his earnings.
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