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London Borough of Richmond upon Thames (25 006 459)
Statement Upheld Homelessness 01-Jun-2026
Summary: We found fault by the Council on Miss Y’s complaint about it failing to meet its duties under the homeless relief stage, deciding whether it owed her the main housing duty, and not contacting her for seven months. The agreed action remedies the injustice caused. There was no fault on her complaint about it failing to place her in suitable interim accommodation.
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Oxfordshire County Council (25 008 055)
Statement Upheld Alternative provision 31-May-2026
Summary: Mrs X complains the Council did not deal properly with her son Y’s education, causing him to miss educational provision. The Council is at fault because it did not properly consider s19 alternative education provision. Y suffered missed education provision. The Council should apologise to Mrs X, repay costs of tuition and make a symbolic payment in respect of missed educational provision.
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Bournemouth, Christchurch and Poole Council (25 010 179)
Statement Upheld Safeguarding 31-May-2026
Summary: Mrs X complained the council did not safeguard her relative, Mr Y. She also complained the Council did not respond to her complaint. Mrs X said this distressed her and Mr Y was left in an unsafe situation, resulting in harm and hospital admission. There was fault in the way the Council did not consider safeguarding reports and did not respond to Mrs X’s complaint. This frustrated Mrs X and caused her uncertainty. The Council agreed to apologise and make a financial payment.
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South Norfolk District Council (25 010 381)
Statement Not upheld Building control 31-May-2026
Summary: Mr X complained about the Council’s handling of his long-standing building control application for works carried out at his property. We have not investigated most of the complaint as issues are late and Mr X could have complained to us sooner. With the parts considered in time, we did not find the Council at fault.
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Leeds City Council (25 010 448)
Statement Upheld Other 31-May-2026
Summary: Miss X complained about the Council’s failure to follow the right process when introducing new double yellow lines in her area. She also complained about the Council’s failings when responding to her complaint. We found fault with the Council’s consultation process and complaint handling. The Council’s fault caused injustice to Miss X. The Council has agreed to apologise to Miss X, arrange a site visit and present a report to the Chief Officer for Highways and Transportation. The Council has also agreed to tell us how it will improve its complaint handling.
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Lancashire County Council (25 011 135)
Statement Upheld Alternative provision 31-May-2026
Summary: Mr X complained the Council delayed completing his child’s Education, Health and Care (EHC) needs assessment and failed to provide full-time education while his child was out of school. We find the Council at fault for a significant delay in issuing the EHC Plan, failing to properly consider and communicate its section 19 duty, and poor complaint handling. These faults resulted in missed educational provision and created uncertainty, as well as avoidable time and trouble for Mr X. The Council has agreed to apologise, make a payment to Mr X and take steps to improve its processes for alternative provision and complaint handling.
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Sheffield City Council (25 011 974)
Statement Upheld Domiciliary care 31-May-2026
Summary: The Council was at fault for failing to manage the family’s expectations about the transfer of staff from care provider A to care provider B. It was also at fault for delay processing the direct payments and delay responding to the complaint. The Council has agreed a financial remedy for the distress this caused to the family.
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London Borough of Camden (24 020 555)
Statement Upheld Allocations 31-May-2026
Summary: Ms D complains the Council failed to assess her medical and welfare needs for her housing register account. I have found fault by the Council because it failed to document what evidence had been considered during its reviews and Ms D was caused avoidable delays. The Council has apologised and offered to pay Ms D redress and to carry out a new review.
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North Northamptonshire Council (24 019 678)
Statement Upheld Assessment and care plan 30-May-2026
Summary: The Council was at fault as it failed to meet Mr X’s eligible unmet social care needs. This caused Ms X avoidable distress because she had to provide informal care and Mr X distress because he missed out on social and community activities which Ms X is not in a position to support him with. The Council will issue an apology, make symbolic payments to reflect the distress, re-contact possible providers and complete the review of Mr X’s care and support plan.
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Northumberland County Council (25 010 611)
Statement Upheld Special educational needs 28-May-2026
Summary: Ms X complained the Council failed to provide suitable educational provision for her son Y when he was unable to attend school. She also complained about delays in the Education, Health and Care Plan process, and the Council’s poor complaints handling. We find the Council was at fault for failing to provide suitable educational provision, poor record keeping, and poor complaint handling. It is also at fault for delays in the Education, Health, and Care Plan process. This caused Ms X and Y distress and caused Y a loss of educational provision. The Council has agreed to apologise, pay a symbolic remedy and implement a service improvement.