Decision search
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London Borough of Hounslow (25 000 528)
Statement Upheld Homelessness 29-Jan-2026
Summary: Mr X complained about the Council’s handling of his homelessness application. We have found fault by the Council, causing injustice, in failing to: properly consider whether it had reason to believe Mr X might be in priority need and a duty to arrange interim accommodation; make it clear, in its revised decision, it had now accepted the interim accommodation duty; process Mr X’s review request in a timely way or properly address the issues raised: keep adequate records about its response to his issues with the interim accommodation; and complete its complaint handling process within its published timescales. To remedy the injustice, the Council has agreedto: apologise to Mr X, make payments to recognise the impact of its failures; and service improvements.
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Waverley Borough Council (25 002 051)
Statement Closed after initial enquiries Enforcement 29-Jan-2026
Summary: We will not investigate this complaint about how the Council dealt with breaches of planning control. This is because we are unlikely to find fault.
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Hertfordshire County Council (25 002 175)
Statement Upheld Alternative provision 29-Jan-2026
Summary: Mrs X complained about the Council’s failure to comply with the statutory timescales when carrying out her son Y’s Education Health and Care needs assessment and issuing his plan. She also complained about the Council’s delay in completing review of Y’s Education Health and Care Plan, failure to arrange alternative provision when Y could not attend school and poor communication. We found fault with the Council for the delays in issuing Y’s Education Health and Care plan after the review and for its failure to decide on its alternative provision duty. We also found fault with the Council’s communication. The Council’s fault caused injustice to Mrs X. The Council has agreed to apologise, refund costs Mrs X spent on Y’s education between January and mid-June 2024 and make a symbolic payment to recognise Mrs X’s distress.
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Bedford Borough Council (25 003 110)
Statement Closed after initial enquiries Council tax 29-Jan-2026
Summary: We will not investigate this complaint about council tax account administration as there is insufficient remaining injustice in this case to justify our further involvement.
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Liverpool City Council (25 003 656)
Statement Upheld Charging 29-Jan-2026
Summary: Mr X complained the Council failed to tell his father about charges for a short term residential care placement when he was discharged from hospital. We found the Council failed to provide clear and timely information which caused the family distress as they received an unexpected charge. The Council has agreed to apologise and, due to the particular circumstances involved in this case, waive the fees.
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London Borough of Lewisham (25 004 370)
Statement Closed after initial enquiries Looked after children 29-Jan-2026
Summary: We will not investigate this complaint about the Council leaving Miss X in unsuitable accomodation. This is because we could not add to the Council’s investigation.
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Statement Upheld Charging 29-Jan-2026
Summary: The Council was at fault for allowing a care provider to charge a top up fee for care charges. As a result Mrs X paid a top up fee she should not have had to pay. To remedy the injustice caused the Council agreed to apologise and refund Mrs X the top up fees she paid.
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Rochdale Metropolitan Borough Council (25 005 062)
Statement Not upheld Fostering 29-Jan-2026
Summary: We have decided to discontinue our investigation of this complaint, about the Council’s decision not to accept a stage 3 complaint under the statutory children’s complaint procedure. This is because the Council has provided satisfactory reasons for making an early referral to the Ombudsman, and we do not consider it would be proportionate to carry out further investigation ourselves.
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Royal Borough of Kingston upon Thames (25 005 944)
Statement Upheld Homelessness 29-Jan-2026
Summary: The Council was at fault for the way it handled Ms X’s homelessness application. This caused her unnecessary distress and anxiety. To remedy the injustice caused the Council agreed to apologise and make a payment to Ms X.
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Lincolnshire County Council (25 010 159)
Statement Closed after initial enquiries Special educational needs 29-Jan-2026
Summary: We will not investigate this complaint about the advice requested by the Council during the Education, Health and Care Plan process. This is because it is reasonable for Miss X to appeal to the First-tier Tribunal (Special Educational Needs and Disability) if she is unhappy with her child’s plan.