Decision search
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Nottingham City Council (25 000 183)
Statement Upheld Charging 28-Jan-2026
Summary: We found fault with the Council for its poor communication with Mr X about reducing his care hours, reducing his care hours without assessment or suitable explanation and failure to provide his full social care provision. The Council’s fault caused Mr X to source more care hours than the Council funded, uncertainty and distress for six weeks about what provision would be put in place and six months without full social care provision. The Council has already settled the outstanding balance with Mr X’s care provider which directly addresses the reduction in his care hours. The Council has agreed to apologise to Mr X and provide payments for the distress, uncertainty and loss of service caused by the Council’s fault.
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London Borough of Camden (25 000 877)
Statement Upheld Homelessness 28-Jan-2026
Summary: Mr X complained how the Council handled matters when his mother became homeless. He says the Council provided his mother with unsuitable accommodation and it failed to provide her with appropriate support for her needs. He also says the Council concluded its stage two complaint response within 24 hours without properly addressing his questions. We find the Council was at fault for failing to evidence it reassessed the suitability of the interim accommodation for Mr X’s mother. It also failed to respond to all the points in Mr X’s stage two complaint. These faults caused uncertainty and frustration. The Council has agreed to apologise to Mr X and his mother, make a payment to Mr X’s mother and provide evidence of a service improvement.
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Salford City Council (25 001 011)
Statement Upheld Other 28-Jan-2026
Summary: Mr X complained about the way the Council dealt with his empty property exemption. We found fault with the Council. This fault did not cause injustice to Mr X.
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Solihull Metropolitan Borough Council (25 001 120)
Statement Upheld Homelessness 28-Jan-2026
Summary: Miss X complained about her temporary accommodation and the way the Council ended its main housing duty for her. She also complained about the Council’s failure to make reasonable adjustments when communicating with her. We found fault with the Council for its failure to follow the right process when considering Miss X's request for communication adjustments. This fault cause injustice to Miss X. The Council has agreed to apologise and review Miss X's communication needs.
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Bupa Care Homes (BNH) Limited (25 001 250)
Statement Upheld Charging 28-Jan-2026
Summary: The care provider’s terms and conditions allow it excessive discretion to increase fees above a stated annual increase. That created anxiety and uncertainty for Mrs X when she was planning for Mrs A’s long-term care. BUPA says it is reviewing its terms and conditions. It should do so in line with the CMA guidance to ensure fairness and within a defined time period. In addition it should offer Mrs X a symbolic payment of £300 to recognise the uncertainty she has suffered as a result of its current practice.
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Birmingham City Council (25 002 191)
Statement Upheld Assessment and care plan 28-Jan-2026
Summary: Mr X complained about the Council’s decision-making regarding Mr Y’s care plan. He complained the Council should increase the provision for Mr Y. He says this increased Mr Y’s isolation. He complained the Council did not provide transport for Mr Y to attend a day centre. He says this caused him unnecessary stress. We find no fault with the Council’s decision-making regarding the amount of provision in Mr Y’s care plan. We do find fault with the Council’s decision-making regarding transport for Mr Y. The Council has agreed to apologise to Mr X, make a fresh decision and take service improvement action.
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Norfolk County Council (25 002 756)
Statement Upheld Assessment and care plan 28-Jan-2026
Summary: Miss X complained the Council has discriminated against her due to her disability and has failed to meet her request for reasonable adjustments. Miss X also complained about errors in her financial assessment in relation to her benefit details and her Disability Related Expenditure. And that the Council stopped her direct payments for four weeks without any notice or explanation. We found the Council’s failings in communication and the delay in responding to Miss X’s correspondence are fault. As was the failure to correctly update Miss X’s address on all of its systems. These faults have caused Miss X a significant injustice and impacted her health and wellbeing. The Council will apologise and make a payment to Miss X.
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Surrey County Council (25 004 311)
Statement Upheld Alternative provision 28-Jan-2026
Summary: Mrs X complained about the way the Council dealt with her daughter, Y’s education. The Council was at fault for failing to properly consider its section 19 duties, delaying in issuing Y’s Education, Health and Care plan and poorly responding to Mrs X’s complaints. This caused distress, frustration and uncertainty to Mrs X and Y. The Council has agreed to apologise, make a payment to recognise the injustice caused and make service improvements.
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Sunderland City Council (25 004 743)
Statement Upheld Other 28-Jan-2026
Summary: Mr X complains on behalf of his late uncle, Mr Y, about his care charges, the actions of his social worker and delays in moving him out of a care home. Mr X also says the Council dismissed his earlier attempts to complain. He says these matters caused financial difficulty for Mr Y and says this contributed to wards his heart attack. We have found fault in the Councils actions for the delay in completing a Mental Capacity Assessment. The Council has agreed to issue Mr X with an apology and pay a financial remedy.
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Buckinghamshire Council (25 006 227)
Statement Closed after initial enquiries Enforcement 28-Jan-2026
Summary: We will not investigate this complaint about how the Council dealt with a breach of planning control and an application to discharge a planning condition. This is because we are unlikely to find fault.