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Cheshire West & Chester Council (24 016 212)
Statement Upheld Charging 09-Oct-2025
Summary: Mr X complained the Council failed to complete a financial assessment and confirm the care contribution before it started his mother’s care and support package. He also complained the Council has refused to cancel the care package despite repeated requests from him and his mother. We find the Council was at fault for its delay in completing the financial assessment. This caused avoidable distress. The Council has agreed to apologise to Mr X and his mother and implement a service improvement.
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Newcastle upon Tyne City Council (24 016 294)
Statement Upheld Other 09-Oct-2025
Summary: Mr X complained about the Council’s handling of becoming his appointee and how it communicated and supported him in the process. He said as a result he experienced distress and uncertainty. We found fault by the Council for causing some delay, communicating poorly, and its complaints handling was unclear. The Council did take steps to mitigate the appointee process’s impact on Mr X. The Council will apologise and make a symbolic payment to acknowledge the injustice Mr X experienced. It will also carry out a service improvement recommendation.
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Exeter City Council (24 016 575)
Statement Not upheld Enforcement 09-Oct-2025
Summary: We have completed our investigation into how the Council dealt with Mr X’s reports of planning breaches and his complaint. This is because we find no fault in the way the Council made its planning enforcement decisions and handled Mr X’s complaint.
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London Borough of Lambeth (24 018 194)
Statement Upheld Housing benefit and council tax benefit 09-Oct-2025
Summary: Mr Q’s representative complained on his behalf about the Council’s handling of his application for Housing Benefit. They complained the Council had significant delay, did not keep him properly updated, and incorrectly refused his claim. We cannot say whether the Council’s refusal of his claim was the correct decision because it has been appealed to a tribunal, however we find the Council at fault for delays, poor communication and poor complaint handling which caused significant uncertainty, frustration and time and trouble. The Council agreed to apologise and make a symbolic payment for the injustice.
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London Borough of Croydon (24 020 730)
Statement Upheld Transition from childrens services 09-Oct-2025
Summary: Mr X complained the Council delayed providing his son with respite care when he transitioned from children to adult services. We find the Council was at fault for the delay in securing suitable respite care for Mr X’s son. This caused distress and upset, and Mr X’s son lost out on care he was entitled to. The Council has agreed to apologise to Mr X and his son, make payments to them and implement a service improvement.
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London Borough of Harrow (24 021 256)
Statement Not upheld Other 09-Oct-2025
Summary: The Council was not at fault for the way it responded to Miss X’s reports of planning breaches in her block of flats. It took account of the relevant law and its own procedures and acted proportionately to resolve the breaches.
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Lancashire County Council (24 021 272)
Statement Upheld Special educational needs 09-Oct-2025
Summary: The Council delayed issuing Mrs X’s child, Y’s, Education, Health and Care (EHC) Plan. It also failed to consider suitable alternative education and how to secure the provision in Y’s EHC Plan when Y stopped attending school. This resulted in Y missing one term of education and caused Mrs X uncertainty over what provision Y would be entitled to in their amended EHC Plan. The Council has agreed to apologise and make a payment to Mrs X.
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Nottinghamshire County Council (24 021 386)
Statement Upheld Safeguarding 09-Oct-2025
Summary: There was fault in the care provided to Mrs D, particularly in relation to falls prevention, record keeping and keeping Mrs D safe from other residents. This has caused an injustice and the Council has agreed to apologise, reduce the invoice and carry out a service improvement.
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Bolton Metropolitan Borough Council (24 023 041)
Statement Closed after initial enquiries Highway repair and maintenance 09-Oct-2025
Summary: We will not investigate this complaint about highway maintenance and repair because it is reasonable to expect Mr Y to go to court about the matter, who are better placed to deal with the complaint.
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London Borough of Southwark (25 000 058)
Statement Upheld Homelessness 09-Oct-2025
Summary: Ms D says the Council delayed moving her from unsuitable temporary accommodation. The Council accepts fault in this case and has agreed to pay Ms D redress and make service improvements.