Decision search
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Kent County Council (24 012 466)
Statement Upheld Disabled children 24-Jun-2025
Summary: Miss B complained the Council has taken away respite support provided for her disabled son, without considering the impact on her. The Council was at fault for its failure to consider Miss B’s complaint through the children’s statutory complaint procedure. Because of the fault, Miss B suffered distress and frustration. The Council has agreed to apologise to Miss B and consider her complaint through the children’s statutory complaint procedure.
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London Borough of Southwark (24 013 449)
Statement Upheld Allocations 24-Jun-2025
Summary: Mr X complained that for many months the Council had failed to consider his application for a change of his priority banding on medical grounds. We found fault with the Council for its significant delay to consider Mr X’s application and its failure to send its decisions to Mr X in writing and tell him about his right to ask for a review. The Council’s fault caused injustice to Mr X. The Council has agreed to apologise, backdate Mr X’s higher priority banding and make a symbolic payment to recognise his uncertainty and distress. The Council has also agreed to carry out some service improvements.
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Gloucestershire County Council (24 013 518)
Statement Upheld Special educational needs 24-Jun-2025
Summary: Mrs F complained the Council delayed assessing her daughter’s education, health and care needs and failed to provide home to school transport. There was fault which caused injustice as Mrs F’s children missed out on education. The Council has agreed to make a payment to Mrs F to remedy this.
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Dudley Metropolitan Borough Council (24 013 603)
Statement Upheld Antisocial behaviour 24-Jun-2025
Summary: Mrs D complained the Council failed to properly investigate anti-social behaviour or carry out an anti-social behaviour case review. We found fault which caused Mrs D distress. To remedy this the Council has agreed to apologise and take action on the case as set out at the end of this statement.
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London Borough of Ealing (24 013 692)
Statement Upheld Homelessness 24-Jun-2025
Summary: Ms D complained the Council failed to provide assistance with her homelessness application. I have found fault by the Council causing Ms D avoidable distress. The Council has agreed to pay redress to Ms D and make service improvements.
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West Northamptonshire Council (24 013 887)
Statement Upheld Charging 24-Jun-2025
Summary: The Council delayed informing Mr D of the outcome of his financial assessment and delayed sending him an invoice. This was fault. The Council has agreed to apologise, cancel the invoice and carry out a service improvement.
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Dudley Metropolitan Borough Council (24 014 537)
Statement Upheld Allocations 24-Jun-2025
Summary: Mr D complained the Council incorrectly refused his housing transfer application. I have not found fault in the Council’s decision to refuse the application but there is fault in the ambiguous wording used in the Council’s decisions and a failure to explain how childcare issues were assessed. The Council has agreed to apologise.
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London Borough of Lewisham (24 015 996)
Report Upheld Other 24-Jun-2025
Summary: During two earlier investigations, we identified that faults in the way the Council was operating its children’s statutory complaints procedure were potentially causing injustice to others. We opened this new complaint to investigate. We found that complainants have experienced delay, and in some cases, have been denied their right to access the full complaints procedure.
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Essex County Council (24 019 084)
Statement Upheld Special educational needs 23-Jun-2025
Summary: Mrs X complained the Council did not complete her child’s Education, Health and Care needs assessment within statutory timescales and it refused to reimburse the cost of a private Educational Psychologist report. We found the Council at fault. It will apologise to Mrs X, pay her £500 to recognise the avoidable frustration and uncertainty caused by a delay in completing the needs assessment process and reimburse the cost of the Educational Psychologist report.
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Lancaster City Council (24 019 744)
Statement Closed after initial enquiries Antisocial behaviour 23-Jun-2025
Summary: We will not investigate Ms X’s complaint about the Council’s handling of her complaint about noise nuisance. There is insufficient evidence of fault and it is unlikely an investigation would reach a different outcome.