Decision search
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Birmingham City Council (24 017 769)
Statement Upheld Special educational needs 13-Oct-2025
Summary: There was fault and delay by the Council in implementing a Tribunal decision and securing provision in an Education, Health and Care Plan. As a result, a child missed out on provision for many months. The Council has agreed to apologise, make symbolic payments and carry out service improvements.
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Westminster City Council (24 017 924)
Statement Upheld Assessment and care plan 13-Oct-2025
Summary: Miss X complained the Council did not meet her late grandfather’s communication needs when its social workers visited him in hospital. Miss X also complained the Council did not explain her late grandfather’s communication needs to the hospital. Miss X says the Council’s actions caused avoidable distress to her grandfather and negatively impacted her own wellbeing. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy and review its processes regarding the provision of communication support to deaf service users.
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Leicestershire County Council (24 018 090)
Statement Upheld Domiciliary care 13-Oct-2025
Summary: Mrs X complains on behalf of Mr and Mrs Y that the Council has not dealt with adult social care properly, causing avoidable distress and Mr and Mrs Y’s needs not being met. The Council is at fault because Mrs X was not informed about bathing issues, Mr and Mrs Y missed some care and the Care Provider did not respond to the complaint properly. Mrs X suffered avoidable distress and had to provide some care to Mr and Mrs Y. Mr and Mrs Y suffered a lack of care. The Council should apologise to Mrs X and Mr and Mrs Y.
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West Sussex County Council (24 018 266)
Statement Upheld Charging 13-Oct-2025
Summary: Mr B says the Council delayed invoicing him for outstanding client contributions. There is evidence the Council delayed telling Mr B about some of the arrears due but for the rest there is no evidence Mr B told the Council he had received a backdated benefit award. The Council failed to complete an annual financial assessment in 2023 and failed to consider whether to exercise its discretion to waive or reduce the arrears. The Council’s failures caused Mr B distress and left him with arrears. An apology to Mr B, agreement to write off some of the arrears and consideration of what to do with the remaining arrears is satisfactory remedy.
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Cumberland Council (24 019 271)
Statement Upheld Council tax 13-Oct-2025
Summary: The Council commissioned enforcement agent was at fault for not providing evidence that it had authority to enter Mr X’s premises. However, the Council had already provided Mr X with evidence it had a liability order, so this did not cause an injustice. The enforcement agent was also at fault for failing to consider whether to respond to Mr X’s concerns through the complaints’ procedures. The Council has agreed to apologise to Mr X for this and issue a reminder to the enforcement agent.
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Hampshire County Council (24 021 445)
Statement Upheld Alternative provision 13-Oct-2025
Summary: Miss X complained that since 2021, the Council has not provided her child with a suitable education. We find the Council at fault for failing to secure the special educational provision in her child’s Education, Health and Care Plan and for failing to consider whether it had a duty to arrange alternative provision while her child was not attending school. This caused a loss of specialist support and avoidable uncertainty. The Council has agreed to apologise and make a payment to Miss X.
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Westmorland and Furness Council (24 021 622)
Statement Upheld Other 13-Oct-2025
Summary: We have found that both councils – Westmorland & Furness and Cumberland – caused delays in their handling of Mr X’s linked complaints about children’s social care. Both will now apologise to Mr X and will take action to improve their respective services. Cumberland will also make a symbolic payment which recognises
Mr X’s likely distress. -
London Borough of Camden (24 023 005)
Statement Closed after initial enquiries Allocations 13-Oct-2025
Summary: We will not investigate this complaint about the Council’s assessment of a housing application. There is insufficient evidence of fault which would warrant an investigation.
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Wiltshire Council (24 023 062)
Statement Closed after initial enquiries Other 13-Oct-2025
Summary: We cannot investigate Miss X’s complaint about the Council taking her money and wrongly accusing her friend of abusing her. This is because the complaint is closely related to her concerns which are being addressed by the Court of Protection. It is not in our jurisdiction to investigate relative matters which are subject to legal proceedings.
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Sandwell Metropolitan Borough Council (25 000 022)
Statement Closed after initial enquiries Other 13-Oct-2025
Summary: We will not investigate Mr X’s complaint about the public procurement process because there is not enough evidence of fault by the Council to justify our involvement. It is reasonable to expect Mr X to go to court or another better placed body if he considers the Council has acted unlawfully.