Decision search
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Statement Closed after initial enquiries Allocations 23-Sep-2025
Summary: We will not investigate Miss X’s complaint about housing allocations. There is insufficient evidence of fault in the way the Council determined her housing priority banding which would warrant an investigation.
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Sheffield City Council (25 011 699)
Statement Closed after initial enquiries Council tax 23-Sep-2025
Summary: We will not investigate this complaint about Council tax liability because there is a right of appeal to a Valuation Tribunal.
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Suffolk County Council (25 012 414)
Statement Closed after initial enquiries Highway repair and maintenance 23-Sep-2025
Summary: We will not investigate Mr B’s complaint that his car was damaged by a pothole which he had reported to the Council. This is because it is reasonable for Mr B to pursue his compensation claim at court.
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Norfolk County Council (24 013 870)
Statement Upheld Special educational needs 23-Sep-2025
Summary: Mrs X complained the Council failed to provide her son, Y, with suitable education and support during the 2023/24 academic year. We found the Council was at fault for not arranging alternative provision when Y stopped attending school in January 2024, and for delays in issuing the outcome of his annual review and responding to correspondence. This meant Y missed education for around a term and a half at a critical stage, and Mrs X experienced avoidable frustration and uncertainty. The Council has agreed to our recommendations.
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North Northamptonshire Council (24 014 501)
Statement Closed after initial enquiries Enforcement 23-Sep-2025
Summary: We will not investigate this complaint about the way the Council dealt with a breach of planning control and retrospective planning application. There is insufficient evidence of fault to warrant our involvement.
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London Borough of Hillingdon (24 016 443)
Statement Upheld Allocations 23-Sep-2025
Summary: We have found fault with the Council for how it handled Mrs X’s homelessness application, housing register application and reports of property disrepair. This caused Mrs X and her son avoidable distress and meant they remained in unsuitable accommodation that affected her son’s health. The Council has agreed to take action to remedy Mrs X’s avoidable injustice.
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Bath and North East Somerset Council (24 017 627)
Statement Upheld Assessment and care plan 23-Sep-2025
Summary: Mrs X complains the Council has not dealt properly with Mr Y’s adult social care, resulting in his needs not being met and causing distress. The Council is at fault because it did not take action to reduce identified risks as part of Mr Y’s Care and Support plan before reducing his care provision. Mr Y suffered the risk of harm. The Council should apologise, pay Mr Y £250 and review Mr Y’s case.
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North Northamptonshire Council (24 017 782)
Statement Upheld School transport 23-Sep-2025
Summary: Miss X complained the Council failed to properly apply its home-to-school transport policy and explain its decisions. Miss X also said the Council’s policy was inadequate. She said this meant the Council made an incorrect decision about her application for transport assistance. We have found the Council at fault for its deficient policy and for relying on incorrect information when it made its decision. This caused Miss X uncertainty when making her application. This also caused uncertainty about whether the appeal panel would have made a different decision. The Council has agreed to apologise and arrange a new stage two appeal panel to consider Miss X's appeal again. The Council has already amended its published home-to-school transport policy and we make no further recommendations in respect of this.
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North Yorkshire Council (24 018 585)
Statement Upheld Special educational needs 23-Sep-2025
Summary: The Council delayed taking the action it said it would at mediation to resolve a dispute with Ms X about her child’s education. This was fault. This fault caused Ms X frustration and the Council has agreed to apologise, pay Ms X £200 and take action to prevent recurrence of this fault in future. However we have not investigated the suitability of the education Ms X’s child received, because this issue carried a right of appeal to a tribunal which it was reasonable for Ms X to use.
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Lancashire County Council (24 018 703)
Statement Upheld Special educational needs 23-Sep-2025
Summary: Ms X complained about the Council’s handling of her child Y’s Education Health and Care Plan. She complained the Council failed to decide whether to amend the plan before 2024, failed to meet statutory timescales when it decided to amend the plan in 2024, and had poor standards of communication and complaint handling. We cannot investigate the matters before 2024 because they are late, but we find the Council at fault for missing statutory deadlines and for its communication and complaint handling from 2024 onwards. The faults caused Ms X and Y significant distress, uncertainty, frustration and time and trouble. The Council agreed to apologise and make a symbolic payment to remedy the injustice.