Decision search
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Birmingham City Council (24 012 924)
Statement Upheld Allocations 24-Apr-2025
Summary: Mrs B complained about the Council’s decision to close her housing applications. We find that the Council wrongly decided her application was incomplete, despite her submitting all the required evidence. This 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.
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Bury Metropolitan Borough Council (24 000 867)
Statement Upheld Special educational needs 24-Apr-2025
Summary: Miss X complained that the Council failed to provide education to her son while he was out of school. We have found that the Council was at fault, because it failed to deliver home tuition to Miss X’s son for at least part of 2023. This meant he lost education, and he and Miss X likely suffered distress. The Council has agreed to make symbolic payments to recognise their injustice, and it will take steps to improve its service.
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Staffordshire County Council (24 002 043)
Statement Upheld Special educational needs 24-Apr-2025
Summary: Mrs X complained the Council failed to ensure her child, Y received therapy provision in line with their Education, Health and Care (EHC) Plan between November 2022 and February 2024. The Council was at fault. It failed to ensure Y received the therapy provision and failed to carry out sufficient oversight or investigation in response to Mrs X’s concerns. The Council agreed to make payments to Mrs X to acknowledge Y’s loss of provision and for the distress caused to her.
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London Borough of Redbridge (24 004 652)
Statement Upheld Special educational needs 23-Apr-2025
Summary: Ms X complained about the Council’s actions in relation to her child, Y’s, Education, Health and Care (EHC) Plan. The Council was at fault. It delayed providing Y with some provision and has still not secured and delivered other provision as outlined in the EHC Plan. The Council also poorly communicated with Ms X when she complained. The Council has agreed it will make Ms X a symbolic payment to recognise the provision Y has not received and for the distress and frustration it caused to Ms X. The Council will also apologise to Ms X. The Council will provide us with an action plan which explains how it will improve its service to prevent a recurrence of fault. It will also remind staff of the response timescales within its complaints procedure.
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Norfolk County Council (24 007 458)
Statement Upheld Alternative provision 23-Apr-2025
Summary: We found fault on Mr Y’s complaint about the Council failing to provide his son, Z, with suitable alternative education since he stopped attending school. It delayed issuing an Education, Health and Care plan. It failed to show it assessed Z’s needs when he stopped going to school or considered whether he was receiving a suitable education which was reasonably available and accessible. It also failed to show a record of its decision. These caused distress as Z lost education, had the uncertainty about whether it properly considered his situation, and caused frustration and stress. The Council agreed to send an apology, pay for missed education, pay for the distress caused by the delay and other fault, and actions it has now taken.
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London Borough of Bromley (24 008 041)
Statement Upheld Allocations 23-Apr-2025
Summary: Miss D complained there was an error on her housing bidding account which meant she was removed from the housing register and had to make a new application. Miss D says this has significantly impacted her mental health and ability to work. Miss D also says it has affected the mental health of her children. We find the Council at fault for failing to inform Miss D it had closed her bidding account. This caused Miss D frustration and uncertainty. The Council has agreed to apologise and make a symbolic payment to Miss D to remedy the injustice caused by the faults identified.
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London Borough of Bromley (24 009 296)
Statement Closed after initial enquiries Antisocial behaviour 23-Apr-2025
Summary: We will not investigate Miss X’s complaint that the Council failed to investigate anti-social behaviour from her neighbours. This is because there is insufficient evidence of fault to warrant our involvement.
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Suffolk County Council (25 000 356)
Statement Closed after initial enquiries Planning applications 23-Apr-2025
Summary: We will not investigate this complaint about how the Council responded to a consultation request from the local planning authority. This is because the complaint has been made on behalf of a parish council and not a member of the public.
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London Borough of Hackney (25 000 361)
Statement Closed after initial enquiries Other 23-Apr-2025
Summary: We will not investigate Mr X’s complaint about the actions of the Council’s children’s services. This is because there is insufficient evidence of fault with the Council’s decision not to consider Mr X’s complaint until after court proceedings have concluded.
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Statement Closed after initial enquiries Parking and other penalties 23-Apr-2025
Summary: We will not investigate Mrs B’s complaint about a Penalty Charge Notice she received. This is because it is reasonable for Mrs B to put in an appeal to the Traffic Penalty Tribunal.