Decision search
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Milton Keynes Council (25 011 308)
Statement Upheld Housing benefit and council tax benefit 20-May-2026
Summary: Mr X complained about how the Council handled his application for Housing Benefit and Discretionary Housing Payment. We find no fault in how the Council considered capital, corrected payments, responded to his reasonable adjustment request, or handled his complaint. However, we do find fault in delays, failure to notify him when his claim was suspended, and poor communication which caused him distress, uncertainty, and time and trouble. The Council has agreed to apologise, make a payment to Mr X, complete an outstanding review of the October 2024 earnings, and take action to improve its services.
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London Borough of Tower Hamlets (25 011 489)
Statement Closed after initial enquiries Allocations 20-May-2026
Summary: We will not investigate this complaint about the Council’s assessment of a housing application. There is insufficient evidence of fault which would warrant an investigation.
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Birmingham City Council (25 011 661)
Statement Not upheld Special educational needs 20-May-2026
Summary: Miss X complained the Council has failed to provide alternative provision for her daughter since she was unable to attend school in May 2024. We found there is no evidence of fault in the Council’s actions.
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Tunbridge Wells Borough Council (25 011 838)
Statement Upheld Enforcement 20-May-2026
Summary: Mrs D complained about the Council’s handling of a planning enforcement notice and other planning control concerns for a neighbouring development. We found no fault in the process the Council followed to reach its views, it therefore reached decisions it was entitled to make. However, it failed to provide updates as agreed and caused a short delay in the process which was a service failure. The Council will apologise to Mrs D to acknowledge the impact this had on her.
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London Borough of Barnet (25 011 894)
Statement Upheld Looked after children 20-May-2026
Summary: Miss X complains about support provided to her adult son while he was in the Council’s care. The Council considered her complaint under the statutory children’s complaints procedure at stage one but then refused to progress it to stage two. This was fault causing injustice, which the Council has agreed to remedy through the actions set out at the end of this statement.
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London Borough of Tower Hamlets (25 012 426)
Statement Upheld Special educational needs 20-May-2026
Summary: Miss X complained about the Council’s delays and decisions it made in the Education, Health and Care needs assessment process for her child. We found fault with the Council with its failure to meet statutory timeframes and its poor communication with her. This caused Miss X significant frustration and distress. The Council agreed to apologise and pay a symbolic payment to recognise the injustice caused.
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Devon County Council (25 014 302)
Statement Upheld Assessment and care plan 20-May-2026
Summary: There was fault by the Council because it failed to arrange care and support for two weeks when Mr X was in a hotel. The delay was not in line with the duty to meet Mr X’s needs and caused avoidable distress. The Council has apologised for the delay which is a partial remedy. It will issue a further apology and make Mr X a symbolic payment.
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Midshires Care Limited (25 015 897)
Statement Upheld Domiciliary care 20-May-2026
Summary: We will not investigate this complaint about the quality of care provided to Mr Y and the way the Care Provider communicated with his family. The Care Provider has accepted fault and provided remedies in line with our guidance. It has also taken steps to improve its service. Further investigation by the Ombudsman would not achieve a different outcome.
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Norfolk County Council (25 017 527)
Statement Upheld Charging 20-May-2026
Summary: We will not investigate Mr X’s complaint about the Council’s handling of his social care account and poor complaint handling, including the absence of any reasonable adjustments during its complaint investigation. A further investigation is unlikely to achieve anything worthwhile.
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Liverpool City Council (25 018 004)
Statement Closed after initial enquiries Special educational needs 20-May-2026
Summary: We cannot investigate this complaint about missed education and failure to secure special education provision specified in Y’s Education and Healthcare Plan. This is because Mr X has already taken the matter to judicial review on Y’s behalf and the law prevents us from investigating. Mr X has not suffered significant injustice in relation to the remaining issues complained about.