Decision search
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Birmingham City Council (25 001 009)
Statement Closed after initial enquiries Other 15-May-2025
Summary: We will not investigate Mr X’s complaint about the Council not supporting him because there is not enough evidence of fault or significant injustice.
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Bristol City Council (25 001 808)
Statement Closed after initial enquiries Other 15-May-2025
Summary: We will not investigate this complaint about a data breach as the Information Commissioner's Office is best placed to assess the Council's response and compensation can be sought in court.
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London Borough of Bromley (24 011 010)
Statement Upheld Homelessness 15-May-2025
Summary: Mr X complained that he remained living in unsuitable temporary accommodation for over 12 months, despite the Council agreeing to move him. He also complained about delay in the Council’s complaints process. We upheld both parts of the complaint, finding the Council at fault for not re-housing Mr X sooner and for delay in responding to his complaint. These faults caused distress to Mr X and meant he lived in unsuitable accommodation for far longer than he should have. The Council has accepted these findings. At the end of this statement, I set out action the Council has agreed to remedy this injustice caused to Mr X and improve its service.
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Sandwell Metropolitan Borough Council (24 011 178)
Statement Upheld Allocations 15-May-2025
Summary: Ms C complained that the Council failed to properly consider her medical conditions in refusing her request to bid on bungalows or houses. We found that the Council had not properly considered Ms C’s mental health condition or explained its reasons for discounting the medical evidence provided by her doctors. The Council has agreed to reconsider these points in a further review of her medical needs.
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Oxfordshire County Council (24 011 571)
Statement Upheld Special educational needs 15-May-2025
Summary: Ms O complained on behalf of Ms X that the Council delayed issuing an education, health and care plan, and failed to provide Ms X’s child with suitable full-time education. Ms O said this caused Ms X distress, it took time, had a financial impact, and meant her child missed out on education. We find the Council at fault for delays issuing the plan which caused injustice. The Council has agreed to make a payment to remedy this injustice.
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Worcestershire County Council (24 011 770)
Statement Upheld Domiciliary care 15-May-2025
Summary: Mr Y complained the Council failed to ensure Mr X’s care provider assigned regular drivers for his mobility car, delayed providing Mr X with medication, failed to ensure Mr X received appropriate personal care, delayed arranging a repair of Mr X’s toilet, allowed the care provider to slander him and delayed considering his complaint. There is some evidence Mr X missed out on access to the community, of missed medication, of inadequate records of bathing and of delay responding to the complaint. An apology, payment to Mr X and Mr Y, alongside procedural remedies, is satisfactory remedy.
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North Yorkshire Council (24 012 719)
Statement Upheld Special educational needs 15-May-2025
Summary: We found fault by the Council on Mrs Y’s complaint about its failings when dealing with her request for her son, Z, to have an Education, Health and Care plan. It failed to follow statutory timescales for issuing draft and final plans, failed to do what it agreed at mediation, and failed to issue Amendment Notices on time. There was little communication with her after mediation and it failed to follow its own complaints procedure. The faults caused lost provision as well as distress to Mrs Y. The Council agreed to send her an apology, pay £1,000 for missed provision, £500 for her distress, review procedures, and send relevant staff a reminder about correspondence.
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Barnsley Metropolitan Borough Council (24 012 755)
Statement Upheld Special educational needs 15-May-2025
Summary: Mrs B complained the Council delayed in issuing a final Education, Health and Care Plan following an annual review and failed to investigate part of her complaint. We find the Council at fault for a delay in issuing the final amended Education, Health and Care Plan following an annual review and for failing to investigate part of Mrs B’s complaint. These faults caused Mrs B and her family uncertainty, distress and frustration. The Council has agreed to apologise to Mrs B, make a symbolic payment and complete service improvements to remedy the injustice caused by the faults identified.
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London Borough of Lambeth (24 014 029)
Statement Upheld Homelessness 15-May-2025
Summary: We found fault on Ms Y’s complaint about the Council failing to provide her with the review decision it agreed to do during court proceedings. It failed to do the review within 8 weeks, tell her promptly of its decision that the property was unsuitable, and keep a record of its decision and reasons. She lost the chance to have the review done within this time period, commuted to her son’s school longer than needed, and suffered frustration. The Council agreed to send an apology, make a payment for the delays, establish why the review was not done within 8 weeks, remind staff about recording decisions, and to tell applicants about suitability decisions promptly.
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City of Bradford Metropolitan District Council (24 014 454)
Statement Upheld School transport 15-May-2025
Summary: Mr X complained the Council refused to provide home to school transport for his child who has special educational needs and that it failed to follow the appeal process correctly. On the evidence considered the Council was at fault. It failed to properly consider Y’s circumstances, to hold a stage one review and to properly record and explain its decision making. This leaves doubt over the decision reached. The Council has agreed to apologise to Mr X for the frustration and uncertainty caused, review Mr X’s appeal, review its processes and arrange training for relevant school transport staff and panel members.