Decision search
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South Gloucestershire Council (24 000 456)
Statement Upheld Special educational needs 30-Jan-2026
Summary: Mrs E and Mr E complained that the Council failed, over several years, to provide Mr E with suitable education, based on the contents of his Education, Health and Care Plan. We uphold the complaint because of delay in reviewing Mr E’s Plan, a delayed complaint response and incorrect information about an education provider. These faults will have caused Mr E some distress, including uncertainty. The Council has agreed to apologise and provide Mr E with a symbolic remedy in recognition of the faults we have identified.
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London Borough of Waltham Forest (24 009 497)
Statement Upheld Allocations 30-Jan-2026
Summary: Mr X complained the Council did not properly consider his medical and welfare needs when it made decisions about his housing register application. He also said it did not refer his case to its Social Needs Panel and took too long to reply to his complaints and review request. We found fault by the Council in its handling of Mr X’s housing register application and his requests for it to review its decision on his application. We also found it at fault in its handling of his complaint and its consideration of a letter from his solicitor. The Council agreed to apologise, reconsider its decisions on Mr X’s housing register application and make him a symbolic payment in recognition of the injustice caused to him.
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Suffolk County Council (24 011 890)
Statement Upheld Charging 30-Jan-2026
Summary: Mr X complained the Council gave misleading information about care costs, delayed sending invoices and allowed a debt to increase. He also complained about delay in responding to his complaint and the Council reporting concerns to the Office of the Public Guardian. The Council correctly notified another lasting power of attorney about the costs and sent regular invoices and reminders. It has apologised for the delay in responding to Mr X’s complaint which is a suitable remedy.
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Hertfordshire County Council (24 013 678)
Statement Upheld Domiciliary care 30-Jan-2026
Summary: The Council was at fault for its record keeping regarding Mr Y’s care. This has caused uncertainty about whether carers are justifiably ending care calls early and about the care Mr Y received. The Council was not at fault for the other aspects of the complaint. To remedy the injustice caused the Council agreed to apologise, make a payment for the uncertainty caused and remind the care provider to ensure its carers properly record notes in customers care logs
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Devon County Council (24 016 793)
Statement Upheld Assessment and care plan 29-Jan-2026
Summary: We upheld a complaint from Miss B about the Council’s management of her son’s social care needs during a disruptive period in his life in 2024. We considered fault by the Council contributed to his distress, and that of Miss B. A delay in resolving the question of whether he could consent to Miss B’s complaint also added unnecessarily to her time and trouble. The Council accepted these findings. At the end of this statement, we set out action it agreed to take to remedy this injustice.
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Statement Upheld Homelessness 29-Jan-2026
Summary: There was fault by the Council. It failed to consider its duty to protect Mr K’s belongings when he was made homeless. It also took too long to assess his social care needs, and did not contact him with sufficient urgency when he was at risk of being made street homeless. This caused Mr K distress and uncertainty. The Council has agreed to apologise to Mr K; make a symbolic payment in recognition of the impact on him; and remind staff of its duty to protect belongings that are at risk through homelessness.
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Statement Closed after initial enquiries Special educational needs 29-Jan-2026
Summary: We will not investigate Mrs X’s complaint about how the Council dealt with matters concerning her child’s Education Health and Care Plan. This is because there is no worthwhile outcome achievable by our investigation.
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Hertfordshire County Council (24 019 441)
Statement Upheld Direct payments 29-Jan-2026
Summary: Miss X complained the Council refused to pay for essential care and support family members gave to Miss Y between October 2023 and March 2024 when Miss Y’s care package from a care provider broke down. The Council was at fault for failing to clearly set out what information it needed to consider Miss X’s request for a backdated direct payment at the material time she raised it. This caused uncertainty and avoidable frustration. The Council was also at fault for delay responding to Miss X’s complaint. It agreed to apologise and provide a written decision on the backdated direct payment request.
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Broadland District Council (24 021 619)
Statement Closed after initial enquiries Building control 29-Jan-2026
Summary: We will not investigate this complaint about the amount charged by the Council for building control services. The information we have seen shows the Council is charging according to its current policy. We have not seen enough evidence of fault to justify an investigation.
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London Borough of Barking & Dagenham (24 022 151)
Statement Upheld Refuse and recycling 29-Jan-2026
Summary: The Council was at fault for the time taken to address concerns about bin lorries being able to collect rubbish outside of Mr X’s property. This meant Mr X had to wait longer than he should have for the Council to put in place measures to address the issues. To remedy the injustice caused the Council agreed to apologise to Mr X and make a payment to recognise the frustration he suffered.