Decision search
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Rochdale Metropolitan Borough Council (25 011 060)
Statement Upheld Homelessness 26-Apr-2026
Summary: Mr X complained about how the Council handled his housing/homelessness case. There was fault by the Council for its failure to have a policy in relation to the storage of homeless applicants’ personal belongings in line with the provision of the Housing Act 1996. This caused no significant injustice to Mr X, but the Council will take action to complete the service improvement.
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Shropshire Council (25 011 071)
Statement Upheld Charging 26-Apr-2026
Summary: There was fault by the Council which failed to carry out a timely review of the late Mrs X’s care and support. This caused Mr X avoidable uncertainty about the outcome. The Council will apologise for causing this uncertainty.
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Nottinghamshire County Council (25 014 350)
Statement Upheld Other 26-Apr-2026
Summary: The Council was at fault for failing to use the children’s statutory complaints procedure to respond to Miss X’s complaint about its treatment of her and her child. This caused Miss X avoidable frustration for which the Council will apologise and make a symbolic payment. It will also consider Miss X’s complaint again, using the statutory procedure.
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NHS Cheshire and Merseyside ICB (24 017 488a)
Statement Not upheld Other 26-Apr-2026
Summary: We upheld a complaint made by Mr B about a form used by the Alternative Futures Group when a user of its services is at end of life. We found the form caused unnecessary confusion. The Provider did not offer enough advice to staff on how to complete it, including how it recorded efforts to meet someone’s last wishes. Nor did it ask if the person completing the form if they wanted their wishes shared before death. We considered these faults caused Mr B some unnecessary distress when he learnt his brother had completed such a form before he died. However, we did not agree the form created an entitlement for Mr B to benefit from his brother’s estate. At the end of this statement, we ask the Alternative Futures Group to apologise, make a symbolic payment to Mr B and make service improvements to prevent a repeat.
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Alternative Futures Group (24 017 488b)
Statement Upheld Other 26-Apr-2026
Summary: We upheld a complaint made by Mr B about a form used by the Alternative Futures Group when a user of its services is at end of life. We found the form caused unnecessary confusion. The Provider did not offer enough advice to staff on how to complete it, including how it recorded efforts to meet someone’s last wishes. Nor did it ask if the person completing the form if they wanted their wishes shared before death. We considered these faults caused Mr B some unnecessary distress when he learnt his brother had completed such a form before he died. However, we did not agree the form created an entitlement for Mr B to benefit from his brother’s estate. At the end of this statement, we ask the Alternative Futures Group to apologise, make a symbolic payment to Mr B and make service improvements to prevent a repeat.
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Birmingham City Council (24 023 321)
Statement Upheld Homelessness 26-Apr-2026
Summary: We find that the Council failed to update its records and activate Miss B’s housing application after informing her in December 2023 that it owed her the main housing duty. This meant Miss B was unable to bid for housing, remained in temporary accommodation for longer than necessary and was put to avoidable time, trouble, and frustration in pursuing the matter. To remedy this, the Council has agreed to apologise and make a payment to Miss B. It has also agreed to make service improvements.
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Royal Borough of Kensington & Chelsea (25 001 200)
Statement Upheld Allocations 26-Apr-2026
Summary: Miss X complained about the Council’s handling of her housing and homelessness applications. We found the Council to be at fault because there were delays in the process and Miss X was given incorrect advice. This caused Miss X distress and uncertainty about her housing situation. To remedy this injustice, the Council agreed to apologise and make a symbolic payment. We did not find fault with the Council’s decision about Miss X’s eligibility to join the housing register.
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Swindon Borough Council (25 002 041)
Statement Upheld Special educational needs 26-Apr-2026
Summary: Mrs X complained the Council failed to secure the special educational provision detailed in her child, Y’s Education, Health and Care Plan. We find the Council at fault for failing to secure the special educational provision detailed in Y’s Education, Health and Care Plan. This meant Y missed out on special educational provision and it caused distress, frustration and uncertainty for Y and Mrs X. The Council has agreed to apologise, make a symbolic payment and complete service improvements to remedy the injustice caused.
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Essex County Council (25 002 047)
Statement Upheld Other 26-Apr-2026
Summary: We will not investigate this complaint about failing to respond to e-mail contact. We are satisfied with the Council’s actions to acknowledge fault and apologise for the impact.
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Bristol City Council (25 002 524)
Statement Upheld Special educational needs 26-Apr-2026
Summary: There was delay by the Council in considering a pupil’s need for post-16 transfer, in consulting alternative settings, and in issuing a final amended Education, Health and Care Plan. There was also delay in considering the need for s.19 education when it became clear there was no accessible schooling in place for the 2024-5 academic year. This caused unnecessary uncertainty before provision was secured in Autumn 2024. The Council has agreed to apologise, make a symbolic financial payment, and make service improvements.