Decision search
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London Borough of Lambeth (24 006 914)
Statement Upheld Homelessness 05-May-2025
Summary: The Council was at fault for failing to provide Ms X with accurate advice and information about her housing options when she had to leave her home because of a risk of violence. The Council also failed to issue a homelessness decision giving Ms X a right of review and took too long to deal with her complaints. Ms X experienced significant and avoidable distress and uncertainty as a result. To remedy this injustice, the Council has agreed to apologise, make a payment and act to improve its services.
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Birmingham City Council (24 007 520)
Statement Upheld Allocations 05-May-2025
Summary: Ms X complained about the way the Council handled her housing application. We find that the Council and Green Square Accord failed to tell Ms X that it was waiting for her to provide information, which led to her missing out on the offer of a property. When Green Square Accord later considered her application, it failed to follow a fair and transparent process which caused Ms X unnecessary distress. The Council has agreed to apologise and make a payment to Ms X. It has also agreed to make service improvements.
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East Sussex County Council (24 008 593)
Statement Upheld Residential care 05-May-2025
Summary: Mrs X complains the Council and its care provider, Voyage 1 Limited, failed to ensure her daughter, Ms Y, received all the one-to-one (1:1) support she had been assessed as needing, resulting in her lacking support with social activities and leading to her becoming withdrawn. The Council accepts Ms Y did not receive all her 1:1 support and has offered to pay financial redress for two and a half years. But, Ms Y did not receive all her 1:1 support for three and a half years from March 2021. This left Ms Y without the support she needed with personal care and limited, if not removed, opportunities for social activities. The Council needs to extend its offer of financial redress to cover the period from March 2020.
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All Hallows Catholic High School, Preston (24 008 896)
Statement Upheld School admissions 05-May-2025
Summary: Miss X complained about a school admission appeal panel’s decision to refuse her appeal. The admission authority was at fault for failing to record how it made decisions, failing to consider all of the evidence and failing to properly explain decisions. This caused Miss X and Y uncertainty. The admission authority will apologise, arrange a fresh appeal and remind staff of the importance of recording decision making and explaining decisions.
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Bolton Metropolitan Borough Council (24 008 972)
Statement Upheld Cemeteries and crematoria 05-May-2025
Summary: Mrs K complained the Council did not cut the grass in a cemetery, causing it to become overgrown and inaccessible. She also complains the Council did not respond to her complaint about this. We consider the fact the Council did not cut the grass to be service failure, and that there was fault because it did not respond to Mrs K’s complaint. It has agreed to apologise to her for this and offer her a remedy payment for her time and trouble.
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London Borough of Lambeth (24 009 675)
Statement Upheld Homelessness 05-May-2025
Summary: Ms X complained about the Council’s handling of her homelessness application. She said the Council’s actions meant she and her family remained in unsuitable housing conditions for too long. Ms X says this negatively impacted hers and her family’s mental and physical health. The Council is at fault and has agreed to provide Ms X with an apology and a financial remedy, and to carry out service improvements.
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Birmingham City Council (24 009 856)
Statement Upheld Refuse and recycling 05-May-2025
Summary: Miss X complained the Council has repeatedly failed to collect her recycling as scheduled since July 2024 which has led to an accumulation of waste which is unsightly and smells. We found the Council’s repeated failure to collect Miss X’s recycling over a sustained period is fault. This fault has caused Miss X an injustice. The Council has agreed to apologise and make a payment to Miss X to remedy this injustice.
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Birmingham City Council (24 012 178)
Statement Upheld Allocations 05-May-2025
Summary: Miss B complained about the Council’s decision to close her housing applications. We find that the Council failed to clearly communicate the consequences of not providing supporting documents and failed to provide clear and consistent information about the documents Miss B needed to provide. This led to the closure of her applications which caused avoidable frustration for Miss B and delayed her ability to join the housing register. The Council has agreed to clearly specify which documents Miss B needs to provide and to then assess her application, backdating her award date if she qualifies to join the register. It has also agreed to apologise to Miss B, make a symbolic payment to her, and carry out service improvements.
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Birmingham City Council (24 012 812)
Statement Upheld Allocations 05-May-2025
Summary: Mrs B complained about the Council’s decision to close her housing applications. We find that the Council failed to clearly communicate the consequences of not providing supporting documents, requested unnecessary evidence and then wrongly decided her application was incomplete, despite her submitting all the required evidence. This led to the closure of her applications which caused avoidable frustration for Mrs B and delayed her ability to join the housing register. The Council has agreed to assess Mrs B’s application and, if she qualifies to join the register, it will backdate her award date. It has also agreed to apologise to Mrs B, make a symbolic payment to her, and carry out service improvements.
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Bath and North East Somerset Council (24 013 167)
Statement Closed after initial enquiries Planning applications 05-May-2025
Summary: We will not investigate this complaint about the Council’s decision to grant planning permission for development to a property in a village where the complainant lives. This is because there is insufficient personal injustice caused to the complainant to warrant our involvement.