Decision search
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London Borough of Harrow (24 022 000)
Report Upheld Other 07-Jul-2025
Summary: Mr X complained the Council had not taken action to ensure that he and his wife have the respite care for their child that the family is entitled to. Mr X said this caused him and his family distress, worry, uncertainty, and frustration. The Council failed to investigate the complaints under the children’s service statutory complaints procedure following our earlier recommendation, and failed to respond to us when we asked the reasons why. We therefore have concerns about the Council’s governance arrangements to administer the statutory children’s complaints procedure.
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London Borough of Croydon (23 015 996)
Report Upheld Homelessness 27-Jun-2025
Summary: Ms X complained about how the Council responded to her brother Mr Y’s homelessness applications in 2023. We found several faults. There were months of delays by the Council and basic administrative errors. The Council repeatedly failed to respond correctly to Mr Y’s attempts to access support from its housing service. This meant that instead of being housed by the Council, Mr Y had to live with another of his sisters, Ms Z, despite her being seriously unwell and despite the impact of his mental health needs on their wellbeing. The faults caused Mr Y, Ms X and Ms Z significant stress and upset.
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London Borough of Lewisham (24 015 996)
Report Upheld Other 24-Jun-2025
Summary: During two earlier investigations, we identified that faults in the way the Council was operating its children’s statutory complaints procedure were potentially causing injustice to others. We opened this new complaint to investigate. We found that complainants have experienced delay, and in some cases, have been denied their right to access the full complaints procedure.
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Warwickshire County Council (24 006 216)
Report Upheld Special educational needs 17-Jun-2025
Summary: Mrs X complained about the Council’s decision to not treat Y’s Education, Health and Care Plan review as a key-stage phase transfer review. She also complained about the Council’s complaint handling. She says the lack of a review frustrated her appeal rights, which has consequently left her son without provision and has caused stress.
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Statement Upheld Special educational needs 10-Jun-2025
Summary: Mr and Mrs X complained the Council failed to provide their child, Z, with a suitable education and proper social care support; and about its complaint handling. We have found fault by the Council, causing injustice, in failing to provide Z with a suitable education from March to June 2023, and with its complaint handling, causing injustice. The Council has agreed to remedy this injustice by; apologising; making payments to reflect the impact on Z of the missed education; and distress caused to Mr and Mrs X.
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Darlington Borough Council (24 002 601)
Statement Closed after initial enquiries Child protection 10-Jun-2025
Summary: We will not investigate Miss X’s complaint about the Council’s decision to remove children from her care. The law prevents us from investigating anything that has been the subject of court proceedings. We also could not add to the Council’s investigation and responses under all three stages of the statutory complaints process.
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London Borough of Tower Hamlets (24 008 254)
Statement Closed after initial enquiries Other 10-Jun-2025
Summary: We will not investigate Mr K’s complaint about the Council limiting him from taking part in a committee meeting. This is because neither the underlying matter nor the Council’s handling of his complaints about it caused him injustice which is serious and avoidable enough to warrant us investigating, and it would be reasonable for Mr K to apply to court on any question under the Equality Act 2010.
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London Borough of Tower Hamlets (24 008 256)
Statement Closed after initial enquiries Council tax 10-Jun-2025
Summary: We will not investigate this complaint. This is because we can achieve no worthwhile outcome for Mr P’s liability for council tax, and it would be reasonable for him to ask a court to decide whether the Council has complied with the law on adjustments for his disabilities in the way it has handled the matter.
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Stockport Metropolitan Borough Council (24 009 581)
Statement Upheld Special educational needs 10-Jun-2025
Summary: Mrs B complained there were delays by the Council during the Education, Health and Care (EHC) Plan process for her son, who I will refer to as C, and it failed to secure education for him while he was out of school. There was fault by the Council. The Council did not meet statutory timescales during the EHC Plan process, and it did not consider its section 19 duty when Mrs B told it C was not receiving an education. The Council’s communication with Mrs B was also poor. Because of the fault, Mrs B suffered uncertainty, distress and frustration, her appeal right was delayed, and she continued to chase the Council for updates. The Council has agreed to apologise to Mrs B and C, make symbolic payments, and issue staff briefings.
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Birmingham City Council (24 009 962)
Statement Closed after initial enquiries Other 10-Jun-2025
Summary: We will not investigate this complaint about the Council’s delay in responding to Mr X’s complaint about a road closure. This is because there is not enough evidence of fault by the Council in relation to the closure itself and any fault in the handling of Mr X’s complaint about the matter did not cause significant enough injustice to warrant investigation.