Decision search
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Surrey County Council (24 012 381)
Statement Upheld Special educational needs 06-May-2025
Summary: Miss X complained the Council delayed issuing an Education, Health and Care Plan after an annual review. And that her child, Y, missed education because of illness. There was a delay of four months in issuing a final Education, Health and Care Plan after the annual review. There was also a failure to adequately monitor Y’s education when they were ill for extended periods of time and not in school. A payment and apology remedies the injustice from the delay and uncertainty to Miss X and Y.
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Tameside Metropolitan Borough Council (24 012 732)
Statement Upheld Direct payments 06-May-2025
Summary: Mr X complains the Council has failed to deal properly with the charges for his care, resulting in it charging him more than he can afford to pay. The Council failed to explain why it accepted some of his car expenses as disability related expenditure but not others. The council needs to apologise and reconsider its decisions, providing reasons for them.
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Kent County Council (24 009 938)
Statement Not upheld Charging 06-May-2025
Summary: Mr X complained that the Council failed to give him sufficient notice of changes to its non-residential care charging policy. We did not find the Council to be at fault because it gave adequate notice and carried out a disability related expenditure assessment to ensure Mr X could afford to pay.
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Way Ahead Community Services Ltd (24 020 086)
Statement Upheld Charging 06-May-2025
Summary: We will not investigate Mr X’s complaint about charges for his father’s care. The Care Provider has apologised and offered a partial refund, which is an appropriate remedy for the injustice caused. Further investigation by us could not add to this nor lead to a different outcome.
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Birmingham City Council (23 016 021)
Statement Upheld School transport 05-May-2025
Summary: Mrs X complained the Council failed to arrange school transport for her son, Y. Mrs X says this has caused her frustration and she has had to arrange her own transport for Y. I have found fault in the Councils actions. We recommend the Council issues Mrs X with an apology, pays her a financial payment and completes service improvements.
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Lancashire County Council (24 003 024)
Statement Closed after initial enquiries Highway repair and maintenance 05-May-2025
Summary: We will not investigate this complaint about highway maintenance because any injustice is not significant enough to justify our involvement.
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Lancashire County Council (24 003 212)
Statement Upheld Special educational needs 05-May-2025
Summary: Miss X complained the Council delayed issuing her child Y’s Education, Health and Care (EHC) Plan within the statutory timescales. The Council was at fault for delay in finalising Y’s EHC Plan. The Council has already apologised for the delay. The Council will also make a symbolic payment to Miss X for the frustration, uncertainty and distress the delays caused. The Council has already put in place an action plan to improve its service.
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London Borough of Croydon (24 005 585)
Statement Upheld Homelessness 05-May-2025
Summary: Miss B complained that the Council mishandled her homelessness application. We have found the Council at fault for delays in processing Miss B’s application and providing inconsistent information. These faults caused Miss B uncertainty, distress and frustration. The Council has agreed to apologise to Miss B, make a symbolic payment and complete service improvements to remedy the injustice caused.
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London Borough of Lambeth (24 006 914)
Statement Upheld Homelessness 05-May-2025
Summary: The Council was at fault for failing to provide Ms X with accurate advice and information about her housing options when she had to leave her home because of a risk of violence. The Council also failed to issue a homelessness decision giving Ms X a right of review and took too long to deal with her complaints. Ms X experienced significant and avoidable distress and uncertainty as a result. To remedy this injustice, the Council has agreed to apologise, make a payment and act to improve its services.
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Birmingham City Council (24 012 812)
Statement Upheld Allocations 05-May-2025
Summary: Mrs B complained about the Council’s decision to close her housing applications. We find that the Council failed to clearly communicate the consequences of not providing supporting documents, requested unnecessary evidence and then wrongly decided her application was incomplete, despite her submitting all the required evidence. This led to the closure of her applications which caused avoidable frustration for Mrs B and delayed her ability to join the housing register. The Council has agreed to assess Mrs B’s application and, if she qualifies to join the register, it will backdate her award date. It has also agreed to apologise to Mrs B, make a symbolic payment to her, and carry out service improvements.