Decision search
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Statement Upheld Assessment and care plan 21-Jul-2025
Summary: Mr D complains the Council has failed to properly assess and meet his care needs, communicate with him and respond to his complaints. The Council has accepted fault in failing to complete a care needs assessment for Mr D, communicate with him, and deal with his complaints. The Council has agreed to apologise to Mr D, make him a symbolic payment, assess his needs; and provide him with a personal budget. It will also consider whether it should repay any costs Mr D has incurred because of the Council’s delay and make service improvements.
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London Borough of Redbridge (24 016 722)
Statement Upheld Homelessness 21-Jul-2025
Summary: Mr X complained the Council delayed in dealing with his homelessness application and review request. We found the significant delays in dealing with dealing with Mr X’s homelessness application and review request are fault. As is the delay in providing temporary accommodation having determined Mr X was in priority need. These faults have caused Mr X difficulties and distress and meant he lived in his car for longer than he otherwise would have. The Council has agreed to apologise and make payments to Mr X and take action to address its delays.
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Surrey County Council (24 016 802)
Statement Upheld Special educational needs 21-Jul-2025
Summary: Ms A complained that the Council did not appropriately support her child when she was unable to attend her school due to serious mental health issues. We found the Council is at fault and has caused an injustice as the child has missed out on education. The Council agreed to apologise and make a recognition payment.
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London Borough of Sutton (24 017 814)
Statement Upheld Allocations 21-Jul-2025
Summary: We have upheld Ms X’s complaint about the Council’s handling of her housing register application. We will not investigate further because the Council has agreed to take appropriate steps to remedy the injustice caused.
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Wirral Metropolitan Borough Council (24 018 036)
Statement Upheld Alternative provision 21-Jul-2025
Summary: Miss E complained she had been asking the Council for years to provide her with an education, including a package of education out of school. The Council kept ignoring her. It delayed its complaint response. We uphold the complaint. Because of the fault Miss E did not receive the contents of her Education, Health and Care Plan. The Council has agreed to apologise and make Miss E a symbolic payment.
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Stroud District Council (24 019 865)
Statement Closed after initial enquiries Homelessness 21-Jul-2025
Summary: We will not investigate Mr X’s complaint about a property allocated through the Council’s housing register. There is insufficient evidence of fault to justify our involvement, and we could not achieve the outcome Mr X wants, which is rehousing in a specific area.
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Kingston Upon Hull City Council (24 020 630)
Statement Upheld Special educational needs 21-Jul-2025
Summary: Miss X complained the Council failed to complete an Education, Health and Care needs assessment for her child, Y, within the statutory time limits. She also complained of poor communication from the Council. We found the Council at fault for not completing the assessment within the statutory timescales and for its poor communication. This fault caused injustice to Miss X. The Council has agreed to make a payment to recognise Miss X’s distress and make changes to improve its service.
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Sheffield City Council (24 021 909)
Statement Upheld Safeguarding 21-Jul-2025
Summary: We have upheld Mr X’s complaint because the Council failed to inform Mr X of the reason to not consider his complaint and did not share the outcome of its safeguarding investigation with him. The Council has now agreed to resolve the complaint by apologising and informing him of the outcome of its safeguarding investigation.
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London Borough of Sutton (24 010 945)
Statement Not upheld Enforcement 21-Jul-2025
Summary: Ms X complained the Council failed to deal with her complaints of nuisance caused by a House of Multiple Occupation next to her home. We find no evidence of fault in the way the Council considered these matters. So, we have completed our investigation.
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London Borough of Enfield (24 023 140)
Statement Closed after initial enquiries Homelessness 21-Jul-2025
Summary: We cannot investigate this complaint about the Council serving a notice to quit to vacate temporary accommodation. We cannot investigate complaints about matters which are subject to court proceedings. We will not exercise discretion to investigate Mr X’s complaint about the Council’s review of his homelessness case decision. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner.