Decision search
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Southend-on-Sea City Council (24 018 625)
Statement Upheld Private housing 30-Oct-2025
Summary: The Council was not at fault for how it handled reports about the condition of Ms X’s property or for how it placed restrictions on her contact. The Council was at fault for how it handled some of her requests for re-housing. This meant Ms X had to wait longer than she should have to receive assistance. The Council agreed to apologise, make a payment to Ms X for the uncertainty she experienced as a result of the delays providing homeless assistance and carry out a service improvement.
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Bury Metropolitan Borough Council (24 020 851)
Statement Upheld School transport 30-Oct-2025
Summary: Mrs X complained that the Council had failed to provide a reliable escort to take her disabled son to school, as required. The Council has investigated the complaints and accepted fault. We agree with the Council’s findings, but we considered that there should be a symbolic payment to recognise the avoidable distress and inconvenience caused to the family. The Council has agreed to this. We are therefore closing the complaint.
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London Borough of Redbridge (24 020 904)
Statement Upheld Homelessness 30-Oct-2025
Summary: Mr X complained the Council housed him and his family in unsuitable accommodation and had poor standards of communication and complaint responses. He said this caused significant uncertainty, frustration and distress. We find the Council at fault for housing his family in unsuitable accommodation and some of its communication which caused injustice. We do not find fault with its complaint responses. The Council has agreed to apologise and make a symbolic payment to remedy the injustice.
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East Lindsey District Council (24 021 457)
Statement Upheld Licensing 30-Oct-2025
Summary: There was no fault in the Council’s decision not to use its licensing enforcement powers, to address a problem with drainage and flooding on a park home site, and the Council is now satisfied the operator is complying with their licence. However, the Council was at fault because it did not maintain an adequate level of contact with the complainant, which caused him frustration. The Council has agreed to formally apologise and offer a small financial remedy to reflect this.
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Westminster City Council (24 021 606)
Statement Upheld Allocations 30-Oct-2025
Summary: Miss X complained the Council placed her in bed-and-breakfast accommodation beyond the six week limit, delayed identifying alternative accommodation and failed to keep her up-to-date. The Council accepts it kept Miss X in bed-and-breakfast accommodation for longer than the six weeks allowed. The Council also failed to keep Miss X up-to-date. Because of the Council’s delay Miss X had to stay in unsuitable accommodation for longer than she should have. An apology and payment to Miss X is satisfactory remedy.
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Essex County Council (24 022 763)
Statement Upheld Special educational needs 30-Oct-2025
Summary: We found fault with the Council delaying for 14 weeks outside the statutory timescales in producing Mr X’s child’s Education, Health and Care Plan. We also found fault with the Council failing to meet its complaint timescales by one week and failing to provide accessible education for Mr X’s child for five weeks. This caused frustration and inconvenience to Mr X and lost education for his child. We also found fault with the Council failing to get its own Educational Psychologist report and instead relying on Mr X’s. The Council agreed to apologise to Mr X, pay him £200 for his distress and inconvenience and £750 in recognition of his child’s missed education. The Council also agreed to reimburse Mr X for the expense he incurred in getting a private Educational Psychologist report, costing £1,200.
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London Borough of Newham (24 023 077)
Statement Closed after initial enquiries Allocations 30-Oct-2025
Summary: We will not investigate this complaint about how the Council considered Mr X’s housing priority. This is because there is insufficient evidence of fault to justify an investigation.
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Barnsley Metropolitan Borough Council (24 023 256)
Statement Closed after initial enquiries Other 30-Oct-2025
Summary: We will not investigate Mr X’s complaint that the Council bullied and harassed him. There is not enough evidence of fault to justify an investigation.
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Leicester City Council (25 001 177)
Statement Not upheld Council tax 30-Oct-2025
Summary: Mr X complained the Council refunded £505.84 after it revised his council tax bill, instead of the £577.84 overpayment he was due. He said this left him £72 short. We found no fault in the Council’s actions.
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Statement Not upheld Enforcement 30-Oct-2025
Summary: We have discontinued our investigation. The Council has acknowledged the impact of the unauthorised use of the site, offered a financial remedy and apology to Ms X, and confirmed its plans to relocate the operation within a reasonable timescale. We consider this represents a suitable remedy for the injustice caused, and further investigation is unlikely to lead to a significantly different outcome.