Decision search
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London Borough of Hounslow (24 017 677)
Statement Upheld Charging 21-Sep-2025
Summary: Ms B complained an NHS Trust and a Council were wrong to decide her father was not eligible for reablement care when he left hospital. She also complained that they did not involve the family adequately in the discharge process. We have not found fault in how the organisations made their decisions or how they involved the family. However, we have found fault in how the organisations handled Ms B’s complaint. We have asked the Trust and the Council to apologise for the impact this had.
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Statement Upheld Hospital acute services 21-Sep-2025
Summary: Ms B complained an NHS Trust and a Council were wrong to decide her father was not eligible for reablement care when he left hospital. She also complained that they did not involve the family adequately in the discharge process. We have not found fault in how the organisations made their decisions or how they involved the family. However, we have found fault in how the organisations handled Ms B’s complaint. We have asked the Trust and the Council to apologise for the impact this had.
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Lincolnshire County Council (24 017 887)
Statement Upheld Domiciliary care 21-Sep-2025
Summary: Mr X complains the Council did not carry out his mother, Mrs Y’s, Care Plan correctly. Mr X says this caused himself and Mrs Y distress. We have found fault in the Council’s actions for failing to attend one call or attend for full call times, correctly follow its procedure for keeping records and ensure staff acted professionally. The Council has agreed to write to Mr X to apologise for the distress caused to him.
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East Sussex County Council (24 018 009)
Statement Upheld Special educational needs 21-Sep-2025
Summary: We found there was delay in the Council finding Mr X’s daughter, Y, a new school place and delay issuing a new Education Health and Care Plan. The Council also failed to ensure Y received a suitable education while she was out of school. We recommended an apology and payments to reflect the impact of the lost education on Y and the distress caused to her parents.
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City of Bradford Metropolitan District Council (24 023 364)
Statement Upheld Residential care 21-Sep-2025
Summary: There was fault by the Council in the late Mrs Y’s care in one of its care homes. The care home did not consult with Mrs Y’s GP to see if her medicine could be administered to her covertly and her care plans did not include detailed information about how to deliver personal and oral care in her best interests. This caused Mrs Y avoidable distress which cannot now be remedied as she has died. The Council will apologise and make a symbolic payment to her daughter Ms X (and for other family members) to recognise her distress in witnessing her mother receiving poor care. The Council will take action to minimise the risk of recurrence.
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Staffordshire County Council (25 000 157)
Statement Upheld Special educational needs 21-Sep-2025
Summary: Mrs B complained the Council delayed in completing an annual review for her child, X. We have found the Council at fault for a delay in completing the annual review and issuing a final complaint response. This caused Mrs B distress, frustration and uncertainty. The Council has agreed to apologise and make a symbolic payment to remedy the injustice caused by the faults.
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Rugby Borough Council (25 002 100)
Statement Closed after initial enquiries Homelessness 21-Sep-2025
Summary: We will not investigate this complaint about the Council’s assessment of a homelessness application. It was reasonable for Miss X to use the review/appeals procedure available under the homelessness legislation to challenge the Council’s decision that she was non-priority homeless.
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Sefton Metropolitan Borough Council (25 002 275)
Statement Closed after initial enquiries Refuse and recycling 21-Sep-2025
Summary: We will not investigate this complaint about the Council’s decision to supply a resident with wheeled bins without them having room to store them within their property. Access issues to a private road are civil matters between Mr X and his neighbour. The Council has apologised for failing to follow its complaint procedure which we consider is a satisfactory remedy to this part of the complaint. Further investigation of Mr X’s concerns will not lead to a different outcome.
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Birmingham City Council (25 002 840)
Statement Closed after initial enquiries Council tax 21-Sep-2025
Summary: We will not investigate this complaint about deductions from benefits for council tax arrears. This is because there is not enough evidence of fault to warrant an investigation and most of Miss X’s complaint is not within our jurisdiction.
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Harlow District Council (25 003 319)
Statement Closed after initial enquiries Allocations 21-Sep-2025
Summary: We will not investigate this complaint about the Council’s assessment of a housing application. There is insufficient evidence of fault in the way the Council reviewed her application which would warrant an investigation. Also we do not consider she has suffered a significant personal injustice from any delay in the review as the Council backdated her new priority banding to the date of her original application.