Decision search
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London Borough of Tower Hamlets (24 008 161)
Statement Upheld Other 28-Oct-2025
Summary: Mr X complained the Council failed to properly allocate address numbering to a development and about how it dealt with his complaint. We have found delay and poor complaint handling causing Mr X frustration and uncertainty. The Council agreed to apologise and make a symbolic payment to Mr X and take action to resolve the issue and avoid a recurrence.
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Leeds City Council (24 017 661)
Statement Upheld Other 28-Oct-2025
Summary: Miss D complained on behalf of her sister who lives in supported living accommodation arranged by the Council. We upheld her complaint, finding the Council failed to take sufficient action to safeguard Miss D’s sister after she experienced aggressive behaviour from another resident. We considered its inattention caused unnecessary distress to both Miss D and her sister. The Council has accepted these findings and at the end of this statement, we set out action it has agreed to take to remedy their injustice and try to prevent a repeat.
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Herefordshire Council (24 019 532)
Statement Upheld Special educational needs 28-Oct-2025
Summary: The Council failed to complete an annual review of an Education, Health and Care Plan on time and failed to provide a right of appeal in 2023. The Council also failed to consider if its duty to provide alternative provision under s.19 Education Act 1996 was engaged when a pupil had to be withdrawn from school. This caused distress and uncertainty whether provision was missed. The Council has agreed to apologise, make a symbolic financial payment and carry out service improvements.
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Peterborough City Council (24 021 523)
Statement Upheld Special educational needs 27-Oct-2025
Summary: Mrs X complained the Council failed to provide SALT and OT as required by an Education, Health and Care Plan and when a remedy was offered this was not delivered as her daughter, Z, was out of school. Mrs X also complained the Council failed to provide alternative education provision when her daughter was out of school for a term. There was fault by the Council in respect of missing SALT provision which impacted on Z’s mental health but the Council has already provided a suitable remedy.
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North Northamptonshire Council (24 021 611)
Statement Upheld Alternative provision 27-Oct-2025
Summary: Miss B complained the Council failed to follow the statutory process for issuing an Education, Health and Care Plan for her son. We find the Council at fault for a delay in issuing the final Education, Health and Care Plan. This caused Miss B distress, frustration and uncertainty. The Council has agreed to apologise, make a symbolic payment to Miss B and complete service improvements to remedy the injustice caused.
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London Borough of Lambeth (24 022 040)
Statement Upheld Homelessness 27-Oct-2025
Summary: Miss X complained about the Council housing her in the unsuitable accommodation. We found fault with the Council for its failure to review suitability of Miss X’s accommodation. We also found fault in the Council’s complaint handling. The Council’s fault caused injustice to Miss X. The Council has agreed to apologise and make a symbolic payment to recognise Miss X's distress.
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East Sussex County Council (24 022 718)
Statement Upheld School exclusions 27-Oct-2025
Summary: Miss X complained the Council failed to make educations provision after her son, Z, was permanently excluded from school and has still not found a school place for him. The Council failed to provide education in the statutory timescale after the exclusion and failed to meet the section 42 duty to meet his special educational needs. This has caused distress to the whole family and affected Z’s education. A financial remedy for the lost educational provision is agreed.
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Essex County Council (24 023 243)
Statement Upheld Special educational needs 27-Oct-2025
Summary: Mr X complained the Council failed to transfer his son’s (Y) Education, Health and Care (EHC) Plan from a different Council area and delayed amending and implementing his EHC Plan once he had moved. There was delay, but this was not solely the Councils fault. The Council was at fault for failing to provide section F provision. It suggested an appropriate remedy.
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Birmingham City Council (25 000 411)
Statement Upheld Allocations 27-Oct-2025
Summary: Miss X complained about the Council closing her housing applications. We find that the Council failed to provide clear information about the documents she needed to submit to support her applications and then closed them as incomplete without specifying which documents she had not provided. It also wrongly closed her third application as incomplete when she had provided all the necessary documents. This caused Miss X avoidable frustration and inconvenience and delayed her ability to join the housing register. The Council has agreed to apologise and make a symbolic payment to Miss X.
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Birmingham City Council (25 000 823)
Statement Upheld Allocations 27-Oct-2025
Summary: Mr B complained about the Council closing his housing application. We find that the Council failed to provide clear information about the documents he needed to submit to support his application and then closed it as incomplete without specifying why it could not accept the documents he had provided. Mr B has since joined the housing register. The Council remedied Mr B’s injustice by backdating his housing priority. There is no significant unremedied injustice.