Decision search
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London Borough of Havering (25 025 200)
Statement Closed after initial enquiries Parking and other penalties 27-Feb-2026
Summary: We will not investigate this complaint about the Council’s handling of a Penalty Charge Notice. It is reasonable to expect the complainant to apply to the Traffic Enforcement Centre to take the process back to an earlier stage.
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Southend-on-Sea City Council (25 027 023)
Statement Closed after initial enquiries Other 27-Feb-2026
Summary: We will not investigate this complaint about Mrs X’s contact with the Council and its complaints handling. The Council has already partially investigated using the children’s statutory complaint procedures, and further investigation by us would not lead to a significantly different outcome. Additionally, there is not enough evidence of fault, in the Council’s complaint handling, to justify an investigation.
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Stockport Metropolitan Borough Council (25 027 599)
Statement Closed after initial enquiries Highway repair and maintenance 27-Feb-2026
Summary: We will not investigate this complaint about a claim of personal injury and trespass following the Council’s contractors work to a boundary fence. These are legal claims which may only be determined by insurers or the courts. It is normal procedure for persons suffering damages or personal injury caused by a council or its contractors to submit an insurance claim against the Council.
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Birmingham City Council (25 028 810)
Statement Closed after initial enquiries Highway repair and maintenance 27-Feb-2026
Summary: We will not investigate Mrs B’s complaint about the Council not accepting her complaint under the Council’s complaints procedure. This is because there is not enough evidence of fault to justify an investigation.
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Birmingham City Council (24 022 940)
Statement Upheld Disabled facilities grants 26-Feb-2026
Summary: Mrs Y complained about the Council’s handling of her request for a disabled facilities grant. We have found fault causing injustice by the Council in failing to: update Mrs Y about, and arrange, the OT assessment within a reasonable timescale; complete a proper assessment of options for meeting Z’s need for a separate bedroom; and give proper consideration to her circumstances before telling her to make a referral for a new assessment. The Council has agreed to remedy the injustice by: apologising to Mrs Y; making a payment to recognise the upset caused; and offering a further OT assessment.
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London Borough of Lambeth (25 000 861)
Statement Upheld Allocations 26-Feb-2026
Summary: The Council was at fault for how it handled Ms X’s reports of repairs, anti-social behaviour and for delaying assessing her homelessness situation. This meant Ms X had to wait longer for the Council to owe her a homelessness duty and has outstanding repair and anti-social behaviour issues at her property. The Council agreed to apologise, make a payment to Ms X for the distress caused and take steps to investigate the repair and anti-social behaviour issues which are ongoing.
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North East Lincolnshire Council (25 001 499)
Statement Upheld Assessment and care plan 26-Feb-2026
Summary: There was a significant period of time when M lacked the support he was assessed as needing. There was also a lack of communication with the family and an unhelpful complaint response. The Council will now review the way it provides support to M, ensure that changes are progressed in a timely way and offer a payment to recognise the frustration and lack of support.
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Bupa Care Homes (CFC Homes) Limited (25 002 410)
Statement Upheld Residential care 26-Feb-2026
Summary: Mr X complained about the quality of care provided to his mother Mrs Y at the care home. On the evidence considered, there were some faults with the care provided. The Care Provider has already taken appropriate actions to address the faults with the quality of Mrs Y’s care. It will also apologise and make a payment to acknowledge the frustration they were caused.
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North Yorkshire Council (25 002 667)
Statement Upheld Special educational needs 26-Feb-2026
Summary: The Council was at fault for delays completing a child’s Education, Health and Care needs assessment and for not properly considering whether it had a duty to provide the child with alternative education. This meant the child had to wait much longer than they should have to get a finalised Education, Health and Care Plan. To remedy the injustice caused the Council agreed to apologise and make a payment to the complainant.
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Surrey County Council (25 002 935)
Statement Upheld Other 26-Feb-2026
Summary: The Council is not at fault for failing to find alternative supported living accommodation for Ms X’s adult daughter, Ms D, or failing to provide Ms D with an advocate. The Council is at fault for delay reviewing Ms D’s Care Act Assessment, which has caused her distress. The Council agreed to apologise to Ms D. It also agreed to offer to reassess Ms D and refer her to the independent advocacy service.