Decision search
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Warwickshire County Council (24 002 581)
Statement Upheld Special educational needs 24-Apr-2025
Summary: Mrs X complained the Council failed to ensure her child, Y, received the provision in their Education, Health and Care Plan and delayed issuing an amended Plan following an annual review in March 2023. The Council delayed issuing the amended Plan following Y’s annual review, and failed to ensure Y’s school was delivering the provision in the Plan once it was issued. The Council also delayed in responding to Mrs X’s complaint. The Council should apologise, make a payment to Mrs X and review its processes.
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London Borough of Haringey (24 002 836)
Statement Upheld Disabled facilities grants 24-Apr-2025
Summary: The Council was at fault for failing to make the disabled adaptations Ms X needs in her home. The Council’s decision making was not in line with the law and guidance and it wrongly insisted Ms X must have all the works to her property it thought she needed. As a result, Ms X has spent over a year without access to a downstairs toilet. To remedy this injustice, the Council has agreed to apologise, progress works to Ms X’s home and make payments to her. The Council will also act to improve its services.
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Statement Upheld Enforcement 24-Apr-2025
Summary: X complained about the Council’s failure to take planning enforcement action to control an energy generation facility. X said the failure has affected the environment and local residents. There was delay, which was fault and caused X frustration, the Council has already apologised. The delay could also cause injustice to others in the future. The Council will arrange and hold a meeting with X to explain its enforcement decision and carry out service improvements to prevent recurrence of the faults identified.
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Statement Upheld Special educational needs 24-Apr-2025
Summary: Mr X complained about the Council’s delays during the Education, Health and Care needs assessment process for his son. He also complained the Council’s communication was poor during the process. We find the Council was at fault for its delays during the Education, Health and Care needs assessment process and for its poor communication with Mr X. This caused frustration and distress and meant Mr X’s son lost out on special educational provision. The Council has agreed to our recommendations to apologise to Mr X and his son and make payments to reflect the injustice caused.
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Bournemouth, Christchurch and Poole Council (24 007 664)
Statement Upheld Allocations 24-Apr-2025
Summary: Miss X complained about the Council’s handling of her housing application. The Council was at fault for the delay in assessing her housing need and for poor communication. It has already apologised and offered a payment to acknowledge the frustration this caused which was an appropriate remedy. There was no fault in the way it has applied the policy or in what it allows Miss X to bid for.
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Salford City Council (24 008 680)
Statement Upheld Disabled facilities grants 24-Apr-2025
Summary: The Council has already accepted fault for delay and poor communication in its handling of Mr X’s application for a Disabled Facilities Grant. The Council’s actions in response to Mr X’s complaint are a suitable remedy for the injustice caused. We have not, therefore, made any recommendations.
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Cheshire East Council (24 008 973)
Statement Upheld Special educational needs 24-Apr-2025
Summary: Mrs X complained the Council failed to secure the special educational provision her in daughter, W’s, Education Health and Care (EHC) Plan. The Council was at fault. To remedy their injustice, the Council will apologise to Mrs X and pay her £1400. It will arrange speech and language therapy provision for W. Lastly, the Council will review why it delayed reassessing W’s needs for her EHC Plan and issue a staff reminder.
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Coventry City Council (24 009 460)
Statement Not upheld Noise 24-Apr-2025
Summary: Mr X complained that the Council failed to respond properly about unacceptable noise from a nearby business. There is no fault by the Council.
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London Borough of Hackney (24 010 632)
Statement Upheld Alternative provision 24-Apr-2025
Summary: Ms X complained the Council failed to provide Alternative Provision of education for her child, who was out of education from October 2023 to June 2024. We found fault with the Council failing to provide Alternative Provision of education for Ms X’s child from February 2024 to June 2024, totalling one term. We also found fault with the Council’s handling of Ms X’s contacts and complaints through delays outside the complaint timescales and failure to respond to contacts. The Council agreed to apologise to Ms X, pay her £100 for the avoidable inconvenience and frustration caused and £1,800 for her child's lost education.
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Birmingham City Council (24 012 111)
Statement Upheld Allocations 24-Apr-2025
Summary: Miss 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 Miss B and delayed her ability to join the housing register. The Council has agreed to assess Miss B’s application and, if she qualifies to join the register, it will backdate her award date. It has also agreed to apologise to Miss B, make a symbolic payment to her, and carry out service improvements.