Decision search
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Cheshire East Council (24 016 531)
Statement Upheld Fostering 10-Jul-2025
Summary: Miss X complained the Council’s children’s services department did not effectively communicate with her when her child was placed into voluntary care arranged by the Council. We found fault because the Council failed to consider her complaint under the children’s statutory complaints procedure. This caused Miss X avoidable distress and frustration. To remedy the injustice caused, the Council has agreed to consider Miss X’s concerns through the statutory procedure and apologise for failing to do this originally. It has also agreed to make a payment to her and issue guidance to staff.
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London Borough of Ealing (24 016 625)
Statement Upheld Allocations 10-Jul-2025
Summary: We found fault on Ms Y’s complaint about the Council’s delay dealing with the information submitted in support of her request for a higher banding under its housing allocation scheme. It failed to show officers reached their own decisions after considering Medical Advisors’ recommendations. It also failed to action her request for a statutory review following a Social Welfare Panel decision. The Council agreed to send her an apology, pay £100 for her distress, remind officers about recording their decisions, review why two forms and a request for a review were not actioned, and ensure these failures cannot be repeated. It also agreed to review the panel decision. There was no fault on her remaining complaints.
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London Borough of Bexley (24 016 952)
Statement Upheld Looked after children 10-Jul-2025
Summary: Ms X complained the Council failed to appropriately manage her child’s care since accommodating her child under a Section 20 agreement. We found fault with the Council failing to progress to stage 3 of the children’s statutory complaint procedure and for delays in producing the stage 2 response. The Council agreed to consider Ms X’s complaint under stage 3 of the children’s statutory complaint procedure. The Council also agreed to apologise to Ms X and pay her £150 as a symbolic gesture for the avoidable frustration and inconvenience its handling of this matter caused. The Council also agreed to review how it handles complaints under the children’s statutory complaints procedure and provide training to staff.
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Herefordshire Council (24 013 233)
Statement Not upheld Enforcement 10-Jul-2025
Summary: Ms X complained the Council failed to take enforcement action over planning and licensing breaches from a neighbouring property. She said the breaches resulted in noise and anti-social behaviour, causing her distress. We found the Council took suitable steps to investigate Ms X’s complaints and was not at fault.
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Hertfordshire County Council (24 013 889)
Statement Upheld School transport 10-Jul-2025
Summary: Mr X complained the Council failed to consider statutory guidance when it decided to charge for his son, Y’s post-16 transport support. We found fault by the Council because it did not consider the statutory guidance when deciding to charge for Y’s post-16 transport support. The Council agreed to apologise, refund Mr X the cost of his contributions towards Y’s transport support and make him a symbolic payment for the avoidable time and trouble caused to him.
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London Borough of Bromley (24 014 728)
Statement Upheld Special educational needs 10-Jul-2025
Summary: Miss X complained the Council delayed carrying out a review of her son’s Education, Health and Care Plan. The review should have been completed by 24 November 2024 but the final plan was not issued until July 2025, after Miss X complained to the Ombudsman. This delay is fault and has caused Miss X and her son distress and frustrated her appeal rights. A symbolic payment to recognise this is agreed.
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South Gloucestershire Council (24 014 820)
Statement Not upheld Planning applications 10-Jul-2025
Summary: We have ended our investigation into Mr X’s complaint. The majority of issues complained of centre around planning matters including alleged planning breaches and enforcement issues relating to a property in the area near to his home. Some of the issues Mr X complained about are out of time for us to investigate. Also, there is either no injustice caused to Mr X himself by the substantive issues or the injustice is not significant enough to justify our involvement. We will not investigate the Council’s complaint handling as we are not investigating the substantive issues.
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London Borough of Ealing (24 011 887)
Statement Upheld Homelessness 10-Jul-2025
Summary: Mr X complained that the Council left him and his family in unsuitable accommodation for more than a year. We found that the Council was at fault in failing to move the family to suitable accommodation. This caused them injustice, particularly in terms of the needs of their disabled child. The Council has agreed to the recommendations we made to remedy this injustice.
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Derbyshire County Council (24 012 396)
Statement Upheld Special educational needs 10-Jul-2025
Summary: The Council was at fault because it delayed issuing an education, health and care (EHC) plan for the complainant’s son, causing distress. The Council has agreed to offer a financial remedy for this. However, there is no objective evidence to show the Council misled the complainant that it could convert a foreign special educational need (SEN) document into an EHC plan; and nor was the Council at fault for a delay in finding a school placement.
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London Borough of Ealing (24 012 409)
Statement Upheld Allocations 10-Jul-2025
Summary: Mr O complained on behalf of Ms X that the Council removed her from its housing register without properly considering her medical needs. Mr O said Ms X’s property has a severely negative impact on her due to past traumas and is impacting her mental health significantly. We find the Council at fault and this caused injustice. The Council has agreed to make a fresh decision.