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Statement Upheld Charging 27-Apr-2025
Summary: A care provider complained that the Council had failed to make payments due in respect of care and support it had delivered. There was fault by the Council. It failed to make payments on time and failed to resolve matters when the care provider complained to it. The Council has made improvements to its processes to stop this from recurring. The Council should resolve the outstanding invoices and make an interest payment to the care provider.
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Worthing Borough Council (24 004 444)
Statement Upheld Allocations 27-Apr-2025
Summary: Mrs X complained about the Council's handling of her housing application, which she said prevented her moving from unsuitable accommodation that adversely affected her health and prevented her family from living together. We found fault in the Council’s handling of the application which caused Mrs X uncertainty. To put matters right, the Council agreed to apologise to Mrs X and undertake a further review of her application.
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Lancashire County Council (24 006 809)
Statement Upheld Looked after children 27-Apr-2025
Summary: Mrs B complained about how the Council handled care and contact arrangements for her grandchildren. We have not investigated all aspects of the complaint because some matters have been considered by the court. The Council took longer than expected to arrange therapy for Mrs B as recommended by the court. It cannot show that it considered the timing of the therapy during this delay, nor that it explained to Mrs B why it was taking so long. This caused Mrs B significant distress. The Council has agreed to apologise to Mrs B and make a symbolic payment to recognise the impact of the delay.
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London Borough of Waltham Forest (24 007 427)
Statement Not upheld Enforcement 27-Apr-2025
Summary: Mr X complained about the Council’s failure to investigate his report of unauthorised development that overlooked and reduced privacy to his home. We found no evidence of fault in how the Council handled Mr X’s report of a breach of planning control.
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Spelthorne Borough Council (24 008 008)
Statement Upheld Homelessness 27-Apr-2025
Summary: Ms X complained the Council did not deal with her reports of repairs, did not properly assess her housing register application and made a false allegation to social services. Ms X said she had to live in properties in a poor state of repair. We found the Council was at fault for delays completing repairs. The Council agreed to apologise to Ms X and make a payment to her for the distress caused.
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London Borough of Haringey (24 008 953)
Statement Upheld Assessment and care plan 27-Apr-2025
Summary: A care home complained the Council was not paying care fees as it should. It said it had continued to provide care to its resident but had not been paid for this over a significant time. Based on evidence we find the Council is at fault and has caused an injustice. We have recommended the Council pay all outstanding fees and apologise.
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Birmingham City Council (24 009 205)
Statement Upheld Other 27-Apr-2025
Summary: Mr F complained the Council had not taken action about a vehicle that was abandoned near to his house over two years ago. It referred him to the police and Driver and Vehicle Licensing Agency. But when he contacted those organisations, they referred him back to the Council. We uphold the complaint as the Council has duties around abandoned vehicles and it has delayed taking action. This delay has led to avoidable frustration for Mr F. The Council has agreed to our recommendations for it to take action to remove the vehicle, apologise to Mr F and introduce a written policy as a service improvement.
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Birmingham City Council (24 009 988)
Statement Not upheld Special educational needs 27-Apr-2025
Summary: We have discontinued our investigation into Miss X’s complaint about the Council’s failure to secure alternative provision for her son when he was excluded from school. The Council acknowledged its failure and offered Miss X a remedy in line with our guidance on remedies which Miss X accepted. Further investigation would not lead to a different outcome.
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Wirral Metropolitan Borough Council (24 010 023)
Statement Upheld Special educational needs 27-Apr-2025
Summary: Mrs F complained about the Council’s handling of her son’s education, health and care plan. There was fault which caused Mrs F to lose her appeal rights and uncertainty and distress in relation to her son’s SEN provision. The Council has agreed to issues the final plan and make a payment to Mrs F to remedy this injustice.
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Statement Upheld Special educational needs 27-Apr-2025
Summary: Mrs D complained the Council failed to provide alternative and special educational needs provision for her son, J, when he stopped attending school. We found fault which caused uncertainty to Mrs D and J. The Council has agreed to apologise and make a payment to remedy this.