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Leicester City Council (24 005 927 fr)
Report Upheld Homelessness 09-Mar-2026
Summary: We have written this further report because the Council has refused to comply with one of the recommendations made in our report issued on 9 October 2025. Although the Council has confirmed it will apologise to Mr X and make a payment of £500 for the distress its fault caused, it has refused to remedy all the personal injustice caused. We are not satisfied with the Council’s explanation for refusing to fully remedy the personal injustice to Mr X. We have issued this further report to highlight our continuing concerns.
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Buckinghamshire Council (24 012 399)
Report Upheld Special educational needs 25-Feb-2026
Summary: The complainant (Mrs E) has two sons, who both have SEN. For one son the Council failed to provide them with speech and language therapy and occupational therapy included within their EHC Plan. For the other son, the Council also failed to provide him with speech and language therapy and failed to complete reviews of his EHC Plan in time. The investigation has highlighted systemic failings in the delivery of speech and language and occupational therapy services by the provider used by the Council to deliver these services to children with EHC Plans. This despite the Council having recommissioned that service and introduced a new strategy to meet the therapeutic needs of children with SEN in its area during 2024.
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Buckinghamshire Council (25 022 150)
Report Upheld Special educational needs 25-Feb-2026
Summary: The complainant (Mrs E) has two sons, who both have SEN. For one son the Council failed to provide them with speech and language therapy and occupational therapy included within their EHC Plan. For the other son, the Council also failed to provide him with speech and language therapy and failed to complete reviews of his EHC Plan in time. The investigation has highlighted systemic failings in the delivery of speech and language and occupational therapy services by the provider used by the Council to deliver these services to children with EHC Plans. This despite the Council having recommissioned that service and introduced a new strategy to meet the therapeutic needs of children with SEN in its area during 2024.
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Norwich City Council (24 018 523)
Report Upheld Homelessness 24-Feb-2026
Summary: The Council failed to consider whether to provide Mr X with interim accommodation when it should have and delayed making decisions about his case. When it did address whether to provide Mr X with interim accommodation, it did not properly consider all the information he had provided. As a result, Mr X, who has a physical disability, stayed in his property until he was evicted by bailiffs and then slept for several nights on the concrete floor of a garage. Mr X has been caused significant, avoidable distress because of the Council’s actions. However, there was no fault in how the Council applied its allocations policy to Mr X.
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Royal Borough of Windsor and Maidenhead Council (24 023 246)
Report Upheld School transport 10-Feb-2026
Summary: The Council failed to decide if it was “necessary” to provide appropriate free transport to enable Ms X’s adult daughter, Miss Y, to attend the college named in her Education, Health and Care (EHC) Plan. It confused matters for adult learners, like Miss Y, who began their course after the age of 19, with the education transport rules for sixth form students. The Council’s amended Transport Policy 2024/2025 was not in line with the Education Act 1996 or case law for 19–25 year old learners with an EHC Plan. The faults caused Ms X avoidable frustration, avoidable time and trouble and uncertainty to her and Miss Y.
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Manchester City Council (24 015 700)
Statement Closed after initial enquiries Housing benefit and council tax benefit 10-Feb-2026
Summary: We will not investigate this complaint about housing benefit and Council tax decisions because there is a right of appeal to a Tribunal.
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Slough Borough Council (24 017 484)
Statement Upheld Antisocial behaviour 10-Feb-2026
Summary: We did not find fault in the Council’s investigation of Mr X’s reports of noise nuisance. However, we found fault in the Council’s complaint handling due to delay and poor communication, which caused Mr X avoidable frustration and uncertainty. We are satisfied the Council’s offered remedy is proportionate to the injustice caused and we do not recommend any further action.
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Birmingham City Council (24 021 332)
Statement Upheld Other 10-Feb-2026
Summary: Mr B complained about the Council’s handling of child protection matters regarding his children. He also complained about delays in the Council’s complaint-handling through the children’s statutory complaint procedure. There was fault by the Council. It did not follow statutory timescales when considering Mr B’s complaint. Because of this, Mr B suffered distress and frustration. The Council has agreed to apologise to Mr B, make a symbolic payment, and progress stage three without further delay.
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Suffolk County Council (24 023 255)
Statement Upheld Special educational needs 10-Feb-2026
Summary: Mr X complains the Council failed to provide the salt and language therapy provision in his daughter Y’s Education, Health and Care Plan for several years. And the Council failed to arrange suitable full-time education for Y when she stopped attending school in January 2024 impacting on Y’s education and wellbeing and causing stress to Mr X. Based on current evidence, we found fault by the Council as it did not make the salt and language therapy provision in 2024. The Council has accepted it was at fault and offered a suitable remedy. We found fault by the Council as it failed to respond to Mr X’s concerns about Y not attending school, but this did not cause a significant injustice to Mr X and Y. So, we have completed our investigation.
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Huntingdonshire District Council (25 000 200)
Statement Upheld Housing benefit and council tax benefit 10-Feb-2026
Summary: Miss X complained about the Council’s handling of her Housing Benefit claim while she lived in temporary accommodation. We found the Council was at fault for errors in assessing Housing Benefit, giving incorrect advice and sending inaccurate suspension correspondence. The Council has already corrected the Housing Benefit award and made a Discretionary Housing Payment to address the earlier shortfall. The Council has agreed to remedy the outstanding injustice.