Decision search
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London Borough of Lewisham (25 010 581)
Statement Upheld Allocations 07-Jul-2026
Summary: We found fault by the Council on Miss Y’s complaint about its decision to place her in unsuitable accommodation. It accepted it was not suitable for her and her child. It failed to act on her initial report about access problems or advise sooner about possible harassment. The stage 1 response under its complaints procedure was incomplete. The Council agreed to apologise for the fault, make a symbolic financial payment, reimburse a month’s council tax, and carry out a review to ensure the failures cannot be repeated in future. There was no fault on her remaining complaint.
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Nottinghamshire County Council (25 011 012)
Statement Upheld Special educational needs 07-Jul-2026
Summary: Mrs X complained the Council delayed providing physiotherapy and music therapy as required by section F of her son’s Education Health and Care Plan. The Council failed to commission any physiotherapy for approximately seven months and missed one term of music therapy. An appropriate remedy for the missed physiotherapy which includes a symbolic payment and catch up sessions, is agreed. The Council has already provided a remedy for the missed music therapy.
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Hertfordshire County Council (25 011 789)
Statement Upheld Special educational needs 07-Jul-2026
Summary: Ms X complained the Council delayed issuing an Education, Health and Care (EHC) Plan for her son, Mr Y, after the annual review in January 2024. She also complained the Council did not provide Mr Y with education for the 2024-2025 academic year. Ms X said this distressed her and Mr Y missed education. There was fault in the way the Council delayed issuing the EHC Plan after the annual review, did not oversee the EHC Plan, delayed considering the personal budget request and delayed implementing provision for Mr Y. This frustrated and distressed Ms X and Mr Y missed provision. The Council has acted to remedy this fault in its complaint process.
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Bournemouth, Christchurch and Poole Council (25 012 049)
Statement Not upheld Charging 07-Jul-2026
Summary: The Council was not at fault in the way it charged Mr X for his care. His savings were correctly assessed as capital for the relevant period. Since his placement changed from residential care there has been no charge.
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Statement Upheld Local welfare payments 07-Jul-2026
Summary: Ms X complained the Council has not properly considered her claim for council tax reduction and an exceptional hardship payment. We find the Council was at fault for failing to refer Ms X to the Valuation Tribunal when it issued its final decision on her application for an exceptional hardship payment. This meant Ms X lost an opportunity to appeal to the Valuation Tribunal. The Council has agreed to apologise to Ms X and reinstate her appeal rights to the Valuation Tribunal.
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Tewkesbury Borough Council (25 012 148)
Statement Upheld Noise 07-Jul-2026
Summary: The Council failed to act on Mr X’s reports of noise nuisance from a neighbouring business. This caused Mr X uncertainty and frustration over whether there was a statutory nuisance. The Council has agreed to apologise, make a payment to Mr X and carry out a new assessment of the noise.
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Cotswold District Council (25 012 155)
Statement Upheld Noise 07-Jul-2026
Summary: The Council delayed investigating Mr X's reports of a noise nuisance from a nearby business. It then delayed deciding what action to take following breaches of its abatement notice. This caused Mr X uncertainty and frustration. The Council has agreed to apologise, make a payment to Mr X and make a decision whether to take further action against the breaches.
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Mid Suffolk District Council (25 012 645)
Statement Upheld Enforcement 07-Jul-2026
Summary: Mr X complained the Council closed an enforcement complaint before responding to all issues, delayed taking action in respect of an enforcement investigation and failed to keep him updated of progress. He also complained it did not follow the complaint process. There has been delay and drift in this case as four years after Mr X first reported breaches of planning control the matters are still not concluded causing frustration and uncertainty. A remedy is agreed including a symbolic payment and action to respond to Mr X.
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Stafford Borough Council (24 015 962)
Statement Upheld Enforcement 07-Jul-2026
Summary: The Council is at fault for its failure to respond to Mr X’s concerns of anti-social behaviour, safety risks and poor security at an empty property close to his home. Poor communication and a lack of complaint response added to his frustration. The Council should apologise to Mr X and pay him a symbolic financial remedy to acknowledge his frustration and it should monitor the enforcement action it has now taken.
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London Borough of Bexley (24 021 279)
Statement Upheld Special educational needs 07-Jul-2026
Summary: Mr and Mrs X complained about the Council’s handling of their child’s Education, Health and Care Plan and its linked personal budget. We found fault by the Council, including avoidable delay and unforced errors, that cumulatively caused Mr and Mrs X distress and resulted in the loss of educational provision for their child. The Council agreed to apologise and make a symbolic payment to Mr and Mrs X.