Ombudsman Criticizes Luton Council for Six-Year Delay in Benefits Complaint Resolution

An ombudsman has stated that a council required six years to process a complaint concerning a woman’s housing benefit, a task that ideally should have been completed within four weeks. Luton Borough Council informed the woman in April 2017 that her benefits claim had ceased, prompting her appeal one month subsequent. The local authority then spent six years before forwarding the case to a tribunal. The council attributed the delay to a shortage of trained personnel, the volume of appeals, and Covid-19. It also indicated that it was enhancing its procedures and aimed to eliminate the backlog within six months. Furthermore, it informed the ombudsman that a “historic restructure” and “unforeseen circumstances” had also impacted its staffing levels. The claimant’s son submitted the complaint to the Local Government and Social Care Ombudsman on her behalf. A subsequent investigation by the ombudsman revealed that the council maintained a backlog of 68 appeals, some originating as far back as 2019. The findings of this investigation were released earlier on Thursday. Subsequent to the report, the council committed to providing the woman with a written apology and a payment of £350, acknowledging the distress caused by the prolonged delay. Ombudsman Amerdeep Somal highlighted that the 68 individuals awaiting resolution could potentially have their appeals granted, having been deprived of their benefits during the interim period. She further stated: “I am pleased the council has accepted the faults I have identified, and the improvements it will now put in place should ensure other people in the Luton area will have their appeals forwarded promptly to the tribunal.” The authority received instructions to resolve the outstanding backlog within a four-month timeframe.