Decision search
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Surrey County Council (25 021 971)
Statement Closed after initial enquiries Friends and family carers 04-Feb-2026
Summary: We will not investigate this complaint about the Council’s decision not to fund psychotherapy for Ms X. This is because there is not enough evidence of fault in the Council’s decision making to warrant an investigation.
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Kingston Upon Hull City Council (24 012 182)
Statement Upheld Charging 04-Feb-2026
Summary: Ms Y complained about how the Council dealt with her mother’s, Mrs X, care charges and about her complaints with the standard of care provided to Mrs X. There were some faults by the Council which caused injustice to Mrs X and Ms Y. The Council will take action to remedy the injustice caused.
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Birmingham City Council (24 017 850)
Statement Upheld Disabled facilities grants 03-Feb-2026
Summary: Ms X complained about the quality of works carried out by Council approved contractors under a Disabled Facilities Grant (DFG). There was no fault in how the Council carried out the works. The Council was at fault for a delay in responding to Ms X’s complaint about the works. It agreed to apologise for the distress and uncertainty the delay caused. However, when it did respond and investigate Ms X’s concerns it did so without fault.
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London Borough of Haringey (24 020 955)
Statement Upheld Parking and other penalties 03-Feb-2026
Summary: Mr X complained the Council and its enforcement agents charged him fees they should not have done when his vehicle was removed due to unpaid Penalty Charge Notices. We found fault because Mr X paid two enforcement fees when he should only have been charged for this once. This caused Mr X avoidable distress and frustration. To remedy this injustice, the Council will apologise, refund the fee and issue a reminder to relevant staff and its third-party enforcement agents.
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Surrey County Council (24 021 662)
Statement Upheld Special educational needs 03-Feb-2026
Summary: Mrs X complained the Council failed to secure the provision in her son’s Education, Health and Care Plan. We find the Council at fault in the delay in providing the provision. The Council had already apologised, provided a personal budget and symbolic payment to Mrs X. The Council has agreed to make a further symbolic payment to Mrs X to provide a suitable remedy.
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Kent County Council (24 022 185)
Statement Upheld Special educational needs 03-Feb-2026
Summary: Mrs X complained about the Council’s handling of her son’s education. We found fault because the Council did not send formal documentation linked to appeal rights for his Education, Health and Care Plan when it should have done, it failed to properly consider its duties to deliver education when he could not attend school and communication and complaint handling were poor. This caused Mrs X and her son avoidable distress and uncertainty. To remedy this injustice, the Council will apologise to Mrs X and make a payment.
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Brighton & Hove City Council (24 022 390)
Statement Not upheld Special educational needs 03-Feb-2026
Summary: Miss X complained that the Council named a school in her son’s Education, Health and Care Plan, which could not meet his needs, and it failed to ensure the agreed alternative education was provided. We are discontinuing our investigation because Miss X had an available alternative remedy by means of an appeal to the Special Educational Needs and Disability Tribunal if unhappy with the named placement. Therefore, we are closing the complaint.
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London Borough of Lambeth (24 023 371)
Statement Upheld Homelessness 03-Feb-2026
Summary: Miss Y complained about the way the Council dealt with repairs at her permanent rented home and proposed new rented home, as her landlord; and its failure to provide her with suitable temporary accommodation. We have found fault and maladministration, causing injustice, by the Council in: failing to address the severe disrepair issues at Property A; poor record keeping; failure to evidence it offered Miss Y the opportunity to move her belongings out of Property A; and its failure to provide her with suitable accommodation from January 2024 to October 2024. The Council has agreed to remedy this injustice by: apologising to Miss Y for its failures, clearing any arrears, making payments and service improvements.
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London Borough of Barnet (25 000 158)
Statement Upheld Homelessness 03-Feb-2026
Summary: Ms X complained about the Council’s actions when she found out she was going to be evicted and it placed her in temporary homeless accommodation. She also complained about how it handled her housing register reassessment request. We found fault because of poor communication from the Council, a delayed suitability assessment of her accommodation and it not reviewing documents it said it would. This caused Ms X avoidable distress, frustration and uncertainty. To remedy the injustice caused, the Council will apologise to Ms X, make a payment to her and share guidance with its officers.
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Salford City Council (25 001 048)
Statement Upheld Disabled facilities grants 03-Feb-2026
Summary: Miss X complains the Council did not provide the necessary adaptations to her property to assist her to care for her teenage daughter, who is severely disabled. She complains the matter has been stressful. We found the Council failed to take and communicate decisions in a timely way, and it did not have regard for all the facts. This caused delay and meant adaptations were not implemented. We recommended an apology, a meeting to explain the Council’s position and a payment to reflect the impact of the period the family have had without suitable adaptations.