Decision search
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Durham County Council (24 023 263)
Statement Not upheld Domiciliary care 26-Jan-2026
Summary: Mrs X complains on behalf of Miss Y that the Council did not deal properly with Miss Y’s adult social care. The Council is not at fault.
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London Borough of Hackney (25 000 302)
Statement Upheld Allocations 26-Jan-2026
Summary: Miss X complained the Council did not fully consider her concerns about the safety of her accommodation in relation to her daughter’s health and care needs. She complained the Council failed to rehouse her family despite her concerns about the risk of harm to her daughter. Miss X says the Council’s actions caused her severe emotional distress and negatively impacted her daughter’s wellbeing. We found fault by the Council. The Council has agreed to make service improvements and provide Miss X with an apology and a financial remedy.
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London Borough of Southwark (25 001 558)
Statement Upheld Private housing 26-Jan-2026
Summary: Mr X complained on behalf of Miss Y about the way the Council dealt with a House in Multiple Occupation licence application. The Council was at fault for adopting a blanket or uniform approach to the situation, failing to consider the circumstances of the case and failing to properly consider all information and explain its reasoning for not starting legal proceedings. This caused Mr X and Miss Y uncertainty. The Council agreed to apologise and make service improvements.
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Birmingham City Council (25 002 123)
Statement Upheld Special educational needs 26-Jan-2026
Summary: Miss X complains the Council has not dealt properly with her son Y’s education. The Council is at fault because it did not comply with statutory timescales when it produced Y’s Education Health and Care (EHC) Plan. Miss X suffered a delay to receiving her right of appeal and the delay caused Y to miss Special Educational Needs (SEN) provision. The Council has agreed to apologise, make a payment to Miss X and make service improvements.
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Wirral Metropolitan Borough Council (25 002 493)
Statement Upheld Assessment and care plan 26-Jan-2026
Summary: The Council was at fault in how it decided to meet Mrs X’s needs after she asked for help caring for her adult son. The Council also delayed assessing Mrs X’s needs and responding to her complaint. The fault caused Mrs X significant frustration and uncertainty, for which the Council will apologise and make a symbolic payment. The Council will also revise its policy for carers and issue a staff reminder.
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Surrey County Council (25 003 515)
Statement Upheld Special educational needs 26-Jan-2026
Summary: Miss X complained that the Council had failed to provide the required Occupational Therapy for her son as set out in his Education, Health and Care Plan, and had delayed in issuing an amended Education, Health and Care Plan after an annual review. The Council accepted fault and that this had meant Miss X’s son missed some required provision. The Council offered a remedy which Miss X thought was inadequate. We have considered Miss X’s comments, but our view is that the Council’s offer is proportionate and sufficient to remedy the injustice.
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Royal Borough of Kingston upon Thames (25 004 771)
Statement Not upheld Special educational needs 26-Jan-2026
Summary: We have discontinued our investigation into Miss X’s complaint about the education delivered to her son while he was out of school (and the financial impact this had on her). Much of her complaint is outside our jurisdiction, either because it is too old or because she could have taken her dispute about her son’s educational placement to the SEND Tribunal (and our role cannot overlap that of the Tribunal). In any event, her search for compensation is more suitable for the courts.
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Birmingham City Council (25 005 004)
Statement Upheld Refuse and recycling 26-Jan-2026
Summary: Mrs X complained that although she should receive assisted collections the Council has repeatedly failed to collect her household waste despite collecting her neighbours’ waste. We found the repeated failures in the assisted collection service the Council provided to Mrs X is fault. As Mrs X is unable to dispose of the waste herself she has had to find ways to manage the uncollected waste left at her property for an extended period of time. The Council will apologise and make a payment to Miss X.
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Birmingham City Council (25 005 730)
Statement Upheld Refuse and recycling 26-Jan-2026
Summary: Mrs X complained that although she should receive assisted collections the Council had repeatedly failed to collect her household waste while collecting her neighbours’. Mrs X also complained that when her bin is emptied the collection crew leave her bin on the pavement rather than return it to her property. We found the Council’s repeated failed to collect Mrs X’s household waste and return her bin in line with its assisted collection service is fault. This fault has caused Mrs X an injustice. She has had find ways to manage the uncollected her waste left at her property and has faced difficulties in retrieving her bin when it is not returned. The Council will apologise and make a symbolic payment to Mrs X.
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Statement Upheld Special educational needs 26-Jan-2026
Summary: Most of Mrs X’s complaint is out of our jurisdiction because it is closely linked to her SEND Tribunal appeal. However, the Council was at fault for a delay in deciding the support her son should receive for his special educational needs. This delayed Mrs X’s right of appeal. The Council has agreed to make a symbolic payment to recognise her distress.