Decision search
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Cambridgeshire County Council (24 012 374)
Statement Upheld Assessment and care plan 31-Aug-2025
Summary: The Council was at fault for the delay in reviewing Mr X’s adult son, Mr Y’s, needs assessment and care and support plan and for failing to provide overnight respite. It also delayed responding to Mr X’s complaint. This caused Mr X and other family members significant frustration and distress and meant they had to provide unpaid support, without a break, for an extended period. The Council has agreed to apologise to Mr X and make payments to Mr X and other family members. It has also agreed to provide evidence of the improvements it made following Mr X’s complaint including to ensure outstanding cases are reviewed and that there are plans to mitigate risks where reviews identify delays in providing services.
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Chelmsford City Council (24 013 658)
Statement Not upheld Pollution 31-Aug-2025
Summary: Mr X complained about the Council’s investigation into dust nuisance from a nearby business. The Council investigated Mr X’s concerns without fault. It was satisfied the business has taken all reasonable steps to mitigate the dust and that no statutory nuisance exists.
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Birmingham City Council (24 015 217)
Statement Upheld Refuse and recycling 31-Aug-2025
Summary: Mr X complained the Council has failed to provide a replacement pod for his recycled paper and cardboard despite first requesting this in April 2022. He also complained the collection crew damaged his recycling bin in December 2024 and the Council has failed to replace it. We found the significant delay in providing a replacement pod amounts to fault. The Council will apologise and make a payment to Mr X.
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Birmingham City Council (24 015 382)
Statement Upheld Allocations 31-Aug-2025
Summary: Mr B complained that the Council delayed processing his homelessness application, which affected his priority on the housing register. We find that the Council failed to properly deal with Mr B’s homelessness application and delayed awarding Mr B additional priority on the Council’s housing register. The Council has agreed to apologise, backdate Mr B’s housing priority and make a payment to Mr B. It has also agreed to make service improvements.
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Birmingham City Council (24 019 353)
Statement Upheld Allocations 31-Aug-2025
Summary: Ms B complained about the Council’s decision to close her housing applications. We find that the Council failed to provide clear information about the documents Ms B needed to provide. This led to the closure of her second application which caused avoidable frustration and inconvenience for Ms B. The Council has agreed to assess her application and backdate her award date if she qualifies to join the register. It has also agreed to apologise and make a symbolic payment to Ms B.
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Transport for London (24 019 918)
Statement Upheld Traffic management 31-Aug-2025
Summary: Mr B complained that Transport for London delayed in responding to his grant application. We find Transport for London at fault for a delay in providing Mr B with the outcome of his application and for providing inconsistent reasons for refusing his application. This caused Mr B uncertainty and frustration. Transport for London agreed to apologise to Mr B to remedy the injustice caused.
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Statement Upheld Special educational needs 31-Aug-2025
Summary: We found the Council delayed acting on a transfer of Miss X’s son’s Education Health and Care Plan when she moved to its area. The Council did not provide a new school place for around 19 weeks and it did not provide her son with alternative education while he was out of school. This caused difficulties for Miss X and her son lost out on education.
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London Borough of Lambeth (24 020 522)
Statement Upheld Homelessness 31-Aug-2025
Summary: Miss X complained the Council failed to ensure adequate repairs were carried out at her temporary accommodation. Miss X also complained the unresolved disrepair issues meant the temporary accommodation provided to her was unsuitable. She said the Council’s actions caused her avoidable distress and negatively impacted her mental health. We found fault by the Council. The Council has agreed to offer suitable alternative accommodation to Miss X and provide her with an apology and a financial remedy.
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Sunderland City Council (24 021 492)
Statement Upheld Special educational needs 31-Aug-2025
Summary: The Council was at fault for causing a delay when deciding the support Miss X should receive for her special educational needs. It has already offered suitable remedies for the injustice caused, so we have made no further recommendations.
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Lincolnshire County Council (24 021 587)
Statement Not upheld Refuse and recycling 31-Aug-2025
Summary: Mr and Mrs X complained the Council-run recycling centre refused entry to Mr X despite him holding a van permit, failed to provide any support or an alternative solution to dispose of their large household items and poorly handled their case. We ended our investigation into this complaint as we are unlikely to find fault causing a significant injustice. Additionally, we could not add to the Council’s investigation or achieve anything further.