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Leicestershire County Council (24 017 090)
Statement Upheld School transport 03-Sep-2025
Summary: Mrs X complained the Council failed to properly assess her child’s transport needs, did not communicate effectively and caused delays in arranging suitable transport. We find the Council at fault for failing to reflect key information from the application in its risk assessment, and for failing to keep Mrs X updated. As a result, unsuitable transport was arranged, and Mrs X incurred avoidable costs to ensure her child could attend education. The Council has agreed to apologise and make a payment to Mrs X.
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South Gloucestershire Council (24 017 126)
Statement Upheld Antisocial behaviour 03-Sep-2025
Summary: Mr X complained the Council failed to take appropriate action to remove abandoned vehicles from the development on which he lives. We have found fault by the Council, causing injustice, in failing to properly consider its duty to remove abandoned vehicles. The Council has agreed to remedy this injustice by: apologising to Mr X; taking action now to properly consider its duty; and making service improvements.
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Essex County Council (24 017 945)
Statement Upheld Special educational needs 03-Sep-2025
Summary: Miss X complained about delays in the EHC needs assessment process for her child, Y. She also said the Council failed to provide Y with a suitable education when they were unable to attend school. We found delays in the Education, Health and Care needs assessment process, this was fault causing Miss X frustration and uncertainty. We did not find fault in the Council’s provision of suitable alternative education. The Council agreed to apologise and make a symbolic payment to remedy the injustice.
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Surrey County Council (24 018 432)
Statement Upheld Alternative provision 03-Sep-2025
Summary: Mrs X complained the Council failed to provide alternative provision for her child, Y when they stopped attending school due to anxiety. The Council was at fault, it failed to consider whether it owed Y a Section 19 duty and failed to maintain an oversight over their education while Y was not attending school. The Council agreed to apologise to Mrs X and make a payment to acknowledge the distress and uncertainty caused.
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Avery Homes (Nelson) Limited (24 008 336)
Statement Upheld Charging 03-Sep-2025
Summary: Miss X complained about the way her mother’s care home dealt with a financial contribution it received from a council towards care fees. We found the Care Provider’s actions caused Miss X and her mother an injustice. Miss X suffered significant avoidable distress, frustration and uncertainty. Her mother paid too much towards her care fees. To remedy the injustice caused, the Care Provider has agreed to refund overpaid fees, apologise to Miss X and review its contract and complaints policy.
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London Borough of Ealing (24 013 628)
Statement Upheld Allocations 03-Sep-2025
Summary: We have upheld this complaint because the Council delayed considering the complainant’s housing application. The Council has agreed to resolve the complaint by making a proportionate remedy for the injustice caused.
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London Borough of Harrow (24 013 880)
Statement Upheld Homelessness 03-Sep-2025
Summary: Miss Y complained about the way the Council dealt with her homelessness and housing applications following the service of a section 21 notice by her landlord. We have found fault, causing injustice, by the Council in: failing to properly consider whether it was reasonable for Miss Y to remain in her accommodation, and its duty to provide her with interim or temporary accommodation following the issue of court action in September 2023; failing to properly consider, before June 2024, whether it should end the prevention duty and accept the relief duty; and its communication failures and failure to review her Personal Housing Plan. The Council has agreed to remedy this injustice by: apologising to Miss Y; making a payment to reflect the upset caused; and service improvements.
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Bristol City Council (24 015 611)
Statement Upheld Special educational needs 03-Sep-2025
Summary: Ms X complained that the Council did not put in place all the special educational provision in her child’s Education, Health and Care Plan. We have found the Council was at fault for delaying putting in place the special educational provision. This meant Ms X’s child has not received the support they should have. To remedy the injustice caused the Council agreed to apologise, make a payment to Ms X and carry out a service improvement.
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Devon County Council (24 015 638)
Statement Upheld Alternative provision 03-Sep-2025
Summary: Ms X complained the Council failed to ensure her child, Y, receives suitable education when they were unable to attend school for health reasons. I have found fault by the Council that caused Y to miss out on education and placed strain on the rest of the family who had to provide additional care during school hours. The Council has agreed to apologise, make a symbolic payment and implement service improvements.
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Birmingham City Council (24 015 729)
Statement Upheld Special educational needs 03-Sep-2025
Summary: Ms X complained the Council failed to secure provision set out in Y and Z's Education, Health and Care Plans, failed to secure Educational Psychology input, failed to complete a review within statutory timeframes, and failed to secure alternative provision while Y was out of school. We find the Council at fault for failing to secure all named provision and for delays in completing a review of Z’s plan, causing uncertainty and distress. The Council has agreed to apologise and make a symbolic payment to reflect the injustice caused.