Decision search
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London Borough of Enfield (25 007 709)
Statement Upheld Other 06-Aug-2025
Summary: We have upheld Miss X’s complaint because the Council delayed progressing a complaint through stage two of the children’s statutory complaints procedure. The Council has now agreed to resolve the complaint by completing its stage two investigation without further delay, apologising to Miss X and making a payment to her to remedy the time and trouble she has been to.
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Barnsley Metropolitan Borough Council (25 007 878)
Statement Closed after initial enquiries School admissions 06-Aug-2025
Summary: We will not investigate Miss X’s complaint about the Council’s school’s admissions appeal panel refusing her appeal. It is unlikely we would find fault which caused Miss X to lose out on a school place.
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Hampshire County Council (25 009 191)
Statement Closed after initial enquiries Highway repair and maintenance 06-Aug-2025
Summary: We will not investigate Mr B’s complaint that his car was damaged by a pothole which the Council had failed to repair. This is because it is reasonable for Mr B to take the Council to court.
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Bath and North East Somerset Council (24 020 387)
Statement Upheld Safeguarding 06-Aug-2025
Summary: Mrs X complained about how the Council handled a safeguarding concern she raised about her relative. Based on current evidence, we find the Council at fault for a flawed safeguarding decision, an unreasonable delay in completing a care and support assessment, and a failure to involve Mrs X in that assessment. The Council has agreed to apologise to Mrs X.
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Surrey County Council (24 016 511)
Statement Upheld Assessment and care plan 05-Aug-2025
Summary: Mr X complained the Council failed to meet his eligible care needs for three months and it failed to attend borough council meetings about his housing. We found there was a lack of care provision which was Service Failure by the Council. We also found there was a failure to attend housing meetings after agreeing to do so. This was a lack of partnership working. The fault by the Council led to distress to Mr X. The Council agreed to apologise, make a distress payment and work on an action plan to avoid the same issues happening again.
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North Tyneside Metropolitan Borough Council (24 013 096)
Statement Upheld Alternative provision 05-Aug-2025
Summary: Mrs X complained the Council failed to arrange suitable alternative provision for her child, W, when they stopped attending school. The Council was at fault. This caused Mrs X avoidable frustration, upset and uncertainty but we cannot say, even on balance, that it meant W missed out on education they should have had. To remedy Mrs X’s injustice, the Council will apologise and pay her £500. It will also issue a staff reminder to prevent the fault happening again.
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London Borough of Tower Hamlets (24 015 224)
Statement Upheld Homelessness 05-Aug-2025
Summary: The Council was at fault for failing to address damp and mould in Miss X’s temporary accommodation and delay providing alternative accommodation once a review found it was unsuitable. This left Miss X and her baby at risk of harm from damp and mould, which is an injustice. The Council has agreed to apologise, make payments, and act to improve its services.
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Royal Borough of Kensington & Chelsea (24 008 808)
Statement Upheld Homelessness 05-Aug-2025
Summary: Ms X complained there were failings in the way the Council dealt with her homelessness and housing applications causing her distress and financial loss. We found fault by the Council as it delayed reviewing Ms X’s situation in 2023 and 2024 and dealing with Ms X’s homelessness application. The Council has already apologised for the delay and offered a suitable remedy for the injustice caused in this case. So, we have ended our investigation.
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Bury Metropolitan Borough Council (24 016 941)
Statement Upheld Refuse and recycling 05-Aug-2025
Summary: Mr B complained the Council has repeatedly left his bins blocking access to his driveway after collections, despite assuring him this would be resolved. The Council was at fault. It continued to leave Mr B’s bins blocking his driveway, after agreeing to leave them elsewhere. It also demonstrated poor record-keeping by not evidencing how and when it monitored his collections and carried out site visits. Because of the fault, Mr B could not safely access his driveway on several occasions; he suffered frustration and uncertainty; and it meant he continued to contact the Council to report the issue. The Council will issue a staff briefing and review its collection monitoring procedures.
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London Borough of Camden (24 018 417)
Statement Closed after initial enquiries Other 05-Aug-2025
Summary: We will not investigate Mr X’s complaint about the location of a dockless bike bay and the Council’s actions in relation to this. This is because further investigation would not lead to a different outcome.