Decision search
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Tameside Metropolitan Borough Council (24 002 863)
Statement Upheld Residential care 28-Mar-2025
Summary: Miss B complains about the care provided to her grandmother at a care home. She says there was poor hygiene, there were inaccurate records, her grandmother’s nutritional needs were not met and the Home did not fully respond to her complaint. We have found that there was poor record keeping in certain areas, there was an incident of poor hygiene in the room and the Home did not address all the complaints. The Council has agreed to apologise, pay a small financial remedy and carry out a service improvement.
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Worcester City Council (24 003 037)
Statement Upheld Leisure and culture 28-Mar-2025
Summary: Mrs B complained that the Council’s committee did not follow the correct procedure nor properly consider its decision to allow an off-road cycle track on a recreation ground near her house. Mrs B also complained that Members had not declared conflicts of interest. There was no fault in how the committee reached this decision, nor in the Members’ conduct. The Council took too long to respond to Mrs B’s complaints and it has apologised to her for this.
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Wirral Metropolitan Borough Council (24 003 112)
Statement Upheld Traffic management 28-Mar-2025
Summary: Ms X complained about the way the Council dealt with her request to install a controlled pedestrian crossing. The Council was at fault for failing to respond to Ms X’s request, failing to explain its decision and failing to respond to her complaint. This caused Ms X frustration and uncertainty. The Council will apologise and write to Ms X to properly explain its decision.
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Bournemouth, Christchurch and Poole Council (24 003 246)
Statement Upheld Alternative provision 28-Mar-2025
Summary: Ms X complained the Council failed to provide suitable education provision for Z, from the point Z stopped attending School D. Ms X said this affected Z’s educational attainment and wellbeing. She said it also led to avoidable distress and expense. We have found the Council failed to consider its section 19 duty at key points. We cannot say the Council would have acted differently, but for its faults. The Council has agreed to apologise and pay a symbolic financial remedy in recognition of the avoidable distress and uncertainty caused. The Council has also agreed to provide guidance to its officers. There are parts of Ms X’s complaint we cannot investigate. We explain why in our statement.
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Royal Borough of Kensington & Chelsea (24 003 606)
Statement Closed after initial enquiries Parking and other penalties 28-Mar-2025
Summary: We will not investigate this complaint about a parking penalty charge notice as Mr X could have appealed it to a tribunal.
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Surrey County Council (24 004 014)
Statement Closed after initial enquiries Looked after children 28-Mar-2025
Summary: We will not investigate Miss X’s complaint about the Council’s involvement with her grandchild, following her daughter’s death. The courts are better placed to consider care arrangements for Miss X’s grandchild. We also could not add to the Council’s complaint responses to Miss X or achieve the outcomes she wants.
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London Borough of Croydon (24 004 419)
Statement Upheld Planning applications 28-Mar-2025
Summary: Mr X complained about how the Council decided on planning applications at a neighbouring property and how it investigated alleged breaches of planning control. Mr X says this has led to a detrimental impact on his own property. We find the Council at fault for delays in its investigation of the alleged breaches of planning control. The Council has agreed to apologise and make a payment to reflect the injustice to Mr X.
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Suffolk County Council (24 004 965)
Statement Upheld Special educational needs 28-Mar-2025
Summary: Mrs X complained about the Council’s handling of the Annual Review of her child’s Education, Health and Care Plan, which impacted her child’s education, her health and her family’s lives. We found avoidable delays by the Council, which caused Mrs X distress. To put matters right, the Council agreed to apologise to Mrs X and make financial redress of £550.
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North Yorkshire Council (24 005 477)
Statement Not upheld Planning applications 28-Mar-2025
Summary: Mr X complained about the Council’s actions in considering and granting permission for a planning application to develop land near his home. We have not found fault in how the Council considered the application. We have not upheld Mr X’s complaint.
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London Borough of Bromley (24 005 751)
Statement Upheld Special educational needs 28-Mar-2025
Summary: Ms X complained the Council failed to secure the special educational provision in her daughter, W’s, Education, Health and Care (EHC) Plan after W struggled to attend school. The Council was at fault, but we cannot say it meant W missed out provision she should have had. The Council was at fault for delay in reviewing and amending W’s EHC Plan. That fault caused Ms X avoidable frustration, meant W missed out on some special educational provision and delayed W receiving free school transport. To remedy their injustice, the Council will apologise to Ms X, pay her £450 and issue a reminder to staff.