Decision search
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Cheshire West & Chester Council (25 002 271)
Statement Closed after initial enquiries Other 14-Aug-2025
Summary: We will not investigate this complaint about the conduct of a support worker. This is mainly because there is not enough evidence of fault to justify investigating.
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Worcestershire County Council (24 014 179)
Statement Upheld Other 13-Aug-2025
Summary: There was a service failure in the provision of the section 117 aftercare and some fault in the way the Council decided to communicate with Mr B. The Council has agreed to apologise to Mr B, offer him a further meeting and has agreed to communicate via Mr B’s representative if Mr B agrees.
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East Hampshire District Council (24 014 841)
Statement Upheld Noise 13-Aug-2025
Summary: Mr X and Mr Y complained about the Council’s delays over several years with investigations relating to noise disturbances they reported. We found the Council at fault for missed opportunities to act under its statutory nuisance powers sooner and the time taken with retrospective planning applications. This caused significant uncertainty and frustration for Mr X and Mr Y. The Council has agreed to apologise and make symbolic payments to recognise the injustice caused.
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Leeds City Council (24 015 606)
Statement Upheld Assessment and care plan 13-Aug-2025
Summary: Mr B complained that the Councils said he was not eligible for a supported housing development. We have found fault in the way the Council assessed Mr B’s needs, the failure to properly record the eligibility criteria for the housing development and the Council’s communications about the criteria. The Council has already provided a financial remedy for the distress caused to Mr B by the fault and has amended the eligibility criteria. The Council has also agreed to apologise to Mr B and to carry out a service improvement.
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Bournemouth, Christchurch and Poole Council (24 015 681)
Statement Upheld Other 13-Aug-2025
Summary: Mx X complained the Council failed to adhere to reasonable adjustments agreed for their disability between August 2023 and December 2024. There was no fault in how the Council adhered to the agreed reasonable adjustments. There was fault in the Council’s communication and record keeping about the reasonable adjustments. The Council will apologise to Mx X for the frustration and uncertainty this caused them and ensure it has up to date records of Mx X’s agreed reasonable adjustments.
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Hertfordshire County Council (24 017 085)
Statement Upheld Other 13-Aug-2025
Summary: Mrs X complained about the Council’s investigation under the statutory children’s complaints procedure into her concerns about the Council failing to adequately assess and provide support for her disabled child. The Council investigated the complaint and carried out the recommended actions without fault. However it delayed completing the stage two investigation which was fault. The Council has agreed to pay the £450 offered to Mrs X in its stage two response to acknowledge the distress, frustration and uncertainty caused by the delays and upheld complaints.
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Bristol City Council (24 017 290)
Statement Not upheld Council tax 13-Aug-2025
Summary: Mr X complained that the Council incorrectly issued a council tax refund to Mrs Y when she requested this after Mrs Y moved out of their shared property. The Council issued the refund in line with the relevant law and policies without fault.
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London Borough of Camden (24 018 504)
Statement Not upheld Parking and other penalties 13-Aug-2025
Summary: Mr H complained the Council has taken control of a car he bought, for an unpaid fine the seller had not paid. We found the Council is not at fault.
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Hertfordshire County Council (24 018 595)
Statement Upheld Special educational needs 13-Aug-2025
Summary: Mrs C complains the Council failed to complete her daughter Miss Y’s annual review and issue her Education, Health and Care Plan within statutory timescales. We find fault with the Council for delay and poor communication. We have agreed a symbolic payment for the frustration and distress caused.
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Derbyshire County Council (24 018 834)
Statement Upheld Alternative provision 13-Aug-2025
Summary: Mrs X complained the Council failed to provide suitable education for her child since May 2022. Mrs X also complained the Council delayed production of her child’s Education, Health and Care Plan and handled her communication poorly. We found fault with the Council delaying for 13 months in production of the Education, Health and Care Plan and for complaint handling delays. We did not find fault with the Council failing to provide suitable education for Mrs X’s child. The Council has offered £1,000 for the distress, time and trouble its delays have caused and offered £8,658 for Mrs X’s child’s lost education. I am satisfied this is a suitable offer to reflect the injustice caused.