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New Forest District Council (24 022 385)
Statement Not upheld Other 17-Sep-2025
Summary: Mrs X complained that the Council failed to prevent gulls nesting in her local area. We have not found evidence of fault in the Council’s actions.
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London Borough of Havering (24 022 507)
Statement Upheld Child protection 17-Sep-2025
Summary: Miss X complained the Council failed to provide suitable housing after adding her to the housing register in March 2023 and again when she was at risk of homelessness from August 2024. She also complained the Council failed to provide adequate support while her children were subject to a Child Protection Plan, and about the significant delays in handling her complaints. We find the Council at fault for delays in processing her housing application, failing to accept a homelessness application, not offering interim accommodation, and failing to provide adequate advice and support. We also find the Council at fault for failing to provide the support required under the Child Protection Plan, and for delay and poor handling of her complaints. This caused Miss X significant distress, prolonged uncertainty, and left her and her children living in unsafe conditions without necessary support. The Council has agreed to apologise, make a payment to Miss X, and take action to improve its housing, children’s social care, and complaints services.
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London Borough of Havering (24 022 508)
Statement Upheld Homelessness 17-Sep-2025
Summary: Miss X complained the Council failed to provide suitable housing after adding her to the housing register in March 2023 and again when she was at risk of homelessness from August 2024. She also complained the Council failed to provide adequate support while her children were subject to a Child Protection Plan, and about the significant delays in handling her complaints. We find the Council at fault for delays in processing her housing application, failing to accept a homelessness application, not offering interim accommodation, and failing to provide adequate advice and support. We also find the Council at fault for failing to provide the support required under the Child Protection Plan, and for delay and poor handling of her complaints. This caused Miss X significant distress, prolonged uncertainty, and left her and her children living in unsafe conditions without necessary support. The Council has agreed to apologise, make a payment to Miss X, and take action to improve its housing, children’s social care, and complaints services.
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Statement Closed after initial enquiries Other 17-Sep-2025
Summary: We will not investigate Mr X’s complaint about the Council sending him a bill for business rates for properties he does not own. This is because it is not warranted by the alleged misjustice.
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Calderdale Metropolitan Borough Council (23 015 231)
Statement Upheld Assessment and care plan 17-Sep-2025
Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.
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Calderdale & Huddersfield NHS Foundation Trust (23 015 231a)
Statement Upheld Hospital acute services 17-Sep-2025
Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.
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Priory Adult Care (23 015 231b)
Statement Upheld Community hospital services 17-Sep-2025
Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.
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Valorum Care Group Plc (23 015 231c)
Statement Upheld Community hospital services 17-Sep-2025
Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.
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NHS West Yorkshire ICB - Calderdale (23 015 231d)
Statement Upheld Community hospital services 17-Sep-2025
Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.
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Wyre Borough Council (24 000 104)
Statement Closed after initial enquiries Council tax 17-Sep-2025
Summary: We will not investigate this complaint about outstanding council tax charges. This is because there is insufficient evidence of fault by the Council to justify an investigation.