Decision search
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Shropshire Council (24 005 723)
Statement Not upheld Council tax 07-Mar-2025
Summary: Mr X owns a building within the curtilage of his home. He says the Council told him the building would be exempt from Council Tax. As a result, he registered the building with a holiday letting company. Approximately six months later the Council said that no exemption applied and that he was liable for full Council Tax. We found no fault by the Council.
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Plymouth City Council (24 006 101)
Statement Upheld Special educational needs 07-Mar-2025
Summary: Ms D complained about the Council’s handling of the Education, Health and Care plan process for her son (X) and its delay in finding him a suitable special school. The Council agreed it was at fault for failing to adhere to the statutory process and causing unnecessary delays in finding a school placement. We also found it failed to put in place alternative provision for X for nearly a year. The Council should apologise and make payment to Ms X to acknowledge the impact its faults had on her and X.
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Manchester City Council (24 007 821)
Statement Upheld Special educational needs 07-Mar-2025
Summary: Mr X complained that the Council has failed to explain the education, health and care plan process to him as a new parent when a looked after child moved in with him and his wife; failed to offer any alternative provision; and delayed the process. We find the Council was at fault for failing to consider its section 19 duties. This meant Mr X’s adoptive son missed out on education. The Council has agreed to make several recommendations to remedy this injustice caused by fault.
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West Sussex County Council (24 008 286)
Statement Upheld School transport 07-Mar-2025
Summary: Ms X complained about the Council’s poor communication and failure to respond to her request for reasonable adjustments and her complaint about the same. The Council is at fault for failing to respond to some communication and delay responding to Ms X’s complaint. This has caused Ms X distress. The Council has already apologised and offered reasonable adjustments; this is a satisfactory remedy.
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Norfolk County Council (24 008 978)
Statement Upheld Assessment and care plan 07-Mar-2025
Summary: Mr Y complains the Council did not inform him about possible charges it would make for his father’s residential care following a hospital discharge. Mr Y says the Council issued an invoice for the charges before completing the assessment process. The Council has reviewed the case and decided to waive the outstanding care fees and make a payment of £400 in recognition of the avoidable distress caused by fault. This is an appropriate remedy, and we have not investigated the complaint further.
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Staffordshire County Council (24 009 081)
Statement Upheld Charging 07-Mar-2025
Summary: Mrs X complained about the Council’s delays and errors in calculating Mr X’s contribution towards his care home charges and in sending an unexpected invoice for substantial arrears. We found the Council’s significant delays in, and failure to advise Mrs X of, the financial assessment process are fault. This caused Mrs X unnecessary distress and concern and financial difficulties. To remedy this the Council has agreed to apologise, make a payment to Mrs X and agreed an affordable repayment plan.
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Walter Manny Limited (24 010 322)
Statement Upheld Domiciliary care 07-Mar-2025
Summary: The Care Provider adequately investigated Mrs X’s complaint about the quality of care provided by a live-in-carer to her husband, before the complaint came to this office. A suitable remedy was provided. There is no more this office could add to this.
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London Borough of Newham (24 011 665)
Statement Closed after initial enquiries Homelessness 07-Mar-2025
Summary: We will not investigate this complaint about the Council’s decision to discharge its homelessness duty. It was reasonable for Ms X to appeal the Council’s decision to the County Court.
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Westminster City Council (24 012 013)
Statement Upheld Allocations 07-Mar-2025
Summary: Ms B complained the Council placed her family in unsuitable temporary accommodation. The Council failed to properly consider suitability for five months, and then did not provide suitable accommodation for a further three months. This meant Ms B’s family were left in a single overcrowded room which affected their health. The Council has agreed our recommended remedy.
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Essex County Council (24 013 546)
Statement Upheld Highway repair and maintenance 07-Mar-2025
Summary: Miss X complained about the Council’s delay repairing the footpath outside her home and about the Council’s handling of her complaint. While its approach to the footpath repair was not fault, we find the Council at fault for failing to make reasonable adjustments when responding to Miss X’s complaint. This caused her avoidable difficulty understanding the response. The Council has agreed to apologise and make a service improvement.