Decision search
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Southampton City Council (24 018 815)
Statement Upheld Assessment and care plan 11-Nov-2025
Summary: Ms X complains the Council wrongly charged them for care and support and caused them distress and uncertainty. On the basis of the information we have seen, we found the Council charged Ms X significantly more for care than it should have over a prolonged period. It also failed to respond appropriately to contacts about the matter. The fault we found caused hardship and distress. The Council applied some credits to Ms X’s account to correct the situation, apologised and offered a distress payment of £150. We found the credits do not appear to have covered the whole period concerned and should be extended. We also found the Council should make a payment of £300 to recognise the avoidable impact of the errors on Ms X.
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Sheffield City Council (24 018 900)
Statement Closed after initial enquiries Disabled facilities grants 11-Nov-2025
Summary: We will not investigate Ms X’s complaint about the Council’s refusal to install a downstairs wet room. There is insufficient evidence of fault in the way the Council assessed what adaptations were needed to meet the disability needs of Ms X and her son, Y, to justify our involvement.
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London Borough of Merton (24 018 929)
Statement Upheld Homelessness 11-Nov-2025
Summary: Ms X complains the Council was at fault in the way it dealt with her housing and homelessness applications. We have found fault by the Council as it failed to review the prevention duty owed to Ms X. But this has not caused a significant injustice to Ms X. So, we have completed our investigation.
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Royal Borough of Kensington & Chelsea (24 019 450)
Statement Upheld Homelessness 11-Nov-2025
Summary: Miss X complained the Council wrongly discharged her family into an unsuitable accommodation and caused delays to put in place its proposed solution. We found the Council at fault for not acting appropriately to ensure Miss X and her family were suitably housed. The faults identified caused Miss X and Y, distress and uncertainty. The Council agreed to apologise and make a symbolic payment to remedy the injustice.
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North Yorkshire Council (24 021 349)
Statement Upheld Special educational needs 11-Nov-2025
Summary: The Council failed to arrange the education and additional support in Ms X’s child’s Education, Health and Care Plan. As a result, Ms X’s child missed out on additional support including social integration opportunities. Ms X’s child did not miss out on education, as Ms X funded her child’s education herself for several months at a time before being reimbursed by the Council. This arrangement was further fault and caused Ms X significant, avoidable distress. To recognise the injustice caused, the Council has agreed to apologise to Ms X and her child, pay Ms X £1,000 and take action to improve its services.
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Epping Forest District Council (25 000 269)
Statement Upheld Homelessness 11-Nov-2025
Summary: Ms X complained about the Council’s handling of her homelessness. She says it did not properly deal with her request to review the suitability of her temporary accommodation. We find the Council at fault for failing to inform Ms X of her appeal right to the county court. This caused Ms X an injustice since she was not given the opportunity to appeal the Council’s decision. The Council has agreed to apologise to Ms X for this injustice.
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Bristol City Council (25 000 432)
Statement Closed after initial enquiries Private housing 11-Nov-2025
Summary: We will not investigate Ms X’s complaint about the Council’s failure to take formal action against her landlord for harassment. There is insufficient evidence of fault to justify our involvement.
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East Sussex County Council (25 001 020)
Statement Upheld Highway repair and maintenance 11-Nov-2025
Summary: There was no fault in the Council’s decision not to take further action and undertake remedial works around Mrs X’s report of water flooding on her street. The Council was at fault for delays in carrying out site inspections and for failing to inform her of its decision not to take further action. The Council agreed to apologise to Mrs X to acknowledge the injustice this caused.
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Brighton & Hove City Council (25 001 047)
Statement Not upheld Other 11-Nov-2025
Summary: Mrs X complained the Council discriminated against her children by refusing them access to a Holiday Activities and Food (HAF) scheme. We found no fault with the way the Council made its decision.
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Stockport Metropolitan Borough Council (25 001 066)
Statement Upheld Special educational needs 11-Nov-2025
Summary: The Council was at fault for the delay in producing an Education, Health and Care (EHC) Plan for Mrs X’s child, Z. The Council also failed to consider its responsibilities to provide education for Z when it became aware Z was not at school, this is fault. The Council has agreed to apologise and make a payment to recognise the delay and distress, frustration and uncertainty caused.