Decision search
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Stoke-on-Trent City Council (24 004 378)
Statement Upheld School transport 07-Oct-2025
Summary: We found fault on Mrs D’s complaint about the Council failing to pay the full amount of backdated Personal Travel Budget for her children’s home to school transport. It failed to give information when it made the payment showing how it had been calculated. This caused some confusion and frustration. It also failed to keep minutes of appeal panel hearings although has now changed its practice. The agreed action remedies the injustice caused.
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Bournemouth, Christchurch and Poole Council (24 011 583)
Statement Upheld Residential care 07-Oct-2025
Summary: Mr X complains on behalf of Mr Y that Care South, on behalf of the Council, failed to deal with adult social care properly, causing distress. Care South did not fully satisfy the conditions in Mr Y’s Deprivation of Liberty Safeguards (DoLS) or follow its complaints process properly. Mr X suffered delay. Care South has apologised for a delay in its complaints process. The Council should apologise to Mr X and pay Mr X £200 for avoidable distress.
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West Sussex County Council (24 011 946)
Statement Upheld Alternative provision 07-Oct-2025
Summary: We found the Council delayed issuing Y’s Education Health and Care Plan and failed to provide alternative education between March 2024 and September 2024. We recommended an apology and a payment to recognise the impact.
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Epping Forest District Council (24 013 789)
Statement Upheld Allocations 07-Oct-2025
Summary: Ms X complained about the way the Council handled her homelessness application and request to join its housing register. We find the Council at fault for providing incorrect information, causing uncertainty and frustration. The Council has agreed to apologise and make a payment to reflect the injustice.
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Shropshire Council (24 014 478)
Statement Closed after initial enquiries Refuse and recycling 07-Oct-2025
Summary: We will not investigate Ms X’s complaint about the Council damaging her garden waste bin and refusing to replace it free of charge. This is because there is not enough evidence of fault by the Council and any injustice is not significant enough to warrant an investigation.
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London Borough of Newham (24 023 491)
Statement Closed after initial enquiries Assessment and care plan 07-Oct-2025
Summary: We will not investigate Miss X’s complaint that an officer of the Council imposed her own views during a carer’s meeting and made fun of Miss X. This is because the injustice complained of is not significant enough to warrant an investigation.
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Bassetlaw District Council (25 000 002)
Statement Closed after initial enquiries Antisocial behaviour 07-Oct-2025
Summary: We will not investigate this complaint about the Council’s response to reports of anti-social behaviour. This is because there is no worthwhile outcome achievable.
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North East Lincolnshire Council (25 000 045)
Statement Upheld Pollution 07-Oct-2025
Summary: Mr X complained about the Council’s handling of its investigation into his reports of a light nuisance. He also complained about how it responded to his complaint about a neighbour’s parked vehicle. We find the Council at fault for failing to serve an abatement notice when it had identified a statutory light nuisance. It was also at fault for poor complaint handling and communication. This has caused Mr X significant frustration and distress, and he has spent considerable time and trouble trying to resolve the situation. The Council has agreed to apologise, pay a financial remedy to Mr X, and make service improvements.
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London Borough of Tower Hamlets (25 000 323)
Statement Not upheld Assessment and care plan 07-Oct-2025
Summary: Mrs X complained about the Council’s decision not to provide her with a home care package. She said the Council relied on incorrect information in making this decision. The Council was not at fault. It carried out Mrs X’s social care and needs assessment in line with relevant law and policy.
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Surrey County Council (25 003 962)
Statement Closed after initial enquiries Other 07-Oct-2025
Summary: We will not investigate this complaint about a best interests decision which determined where Miss B’s son should live. There is not enough evidence of fault to justify investigating.