Decision search
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City of York Council (24 009 534)
Statement Upheld Building control 11-Mar-2025
Summary: Mr B complained that the Council had failed to take action to investigate a boiler flue in the neighbouring property which appeared to be too close to his boundary. It has also delayed in responding to his complaint and failed to keep in contact with him. We have found fault causing injustice. We agree with the Council’s proposal to investigate the flue now. The Council has also agreed to apologise to Mr B and pay him £150.
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Dudley Metropolitan Borough Council (24 009 693)
Statement Upheld Safeguarding 11-Mar-2025
Summary: Mr X complained about the Council’s investigation into safeguarding concerns regarding his adult son Mr Y. The Council was at fault for the delay in completing the safeguarding investigation, for poor communication with Mr X and for not keeping Mr Y at the centre of the investigation. This meant Mr Y was stopped from visiting Mr X for longer than necessary and caused Mr X distress and frustration. The Council has agreed to apologise to Mr X and make payments to Mr X and Mr Y. It has agreed to remind officers of the importance of effective communication in safeguarding investigations.
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Wirral Metropolitan Borough Council (24 010 539)
Statement Upheld Special educational needs 11-Mar-2025
Summary: Mrs B complained about delay and poor communication by the Council when issuing an Education, Health and Care Plan. We upheld the complaint, finding fault by the Council caused an injustice to both Mrs B and her daughter. The Council has accepted these findings and has agreed to provide Mrs B and her daughter with an apology and symbolic payment. It will also ensure it issues the Plan without delay and provide advice on any other services it can offer. The Council has also agreed to review how it considers complaints about its Special Educational Needs and Disability service to improve its complaint handling.
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Transport for London (24 010 623)
Statement Not upheld Other 11-Mar-2025
Summary: Mr X complained about Transport for London’s decision to place a temporary toilet for bus drivers outside his home and a delay in moving the toilet to a permanent location. Transport for London was not at fault. It had permission to install the toilet and there is no evidence of a delay in its efforts to move the toilet to a permanent location.
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London Borough of Croydon (24 012 215)
Statement Closed after initial enquiries Domiciliary care 11-Mar-2025
Summary: Mr A complained about the way his aunt, Mrs B, was cared for after she left hospital. The organisations wanted her to go into a nursing home and made it difficult for her to return home. There were problems with communication and equipment delivery. We will not investigate this complaint because the Trust accepted it made mistakes and apologised to Mr A and has improved its service. We consider this to be a suitable remedy.
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Croydon Health Services NHS Trust (24 012 215a)
Statement Closed after initial enquiries Hospital acute services 11-Mar-2025
Summary: Mr A complained about the way his aunt, Mrs B, was cared for after she left hospital. The organisations wanted her to go into a nursing home and made it difficult for her to return home. There were problems with communication and equipment delivery. We will not investigate this complaint because the Trust accepted it made mistakes and apologised to Mr A and has improved its service. We consider this to be a suitable remedy.
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Hertfordshire County Council (24 013 801)
Statement Upheld School exclusions 11-Mar-2025
Summary: We have upheld this complaint because the Council delayed arranging alternative education provision for Mr X’s child. The Council has agreed to resolve the complaint by offering to make a suitable payment to the complainant to remedy the injustice this caused.
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Hartlepool Borough Council (24 014 205)
Statement Closed after initial enquiries Noise 11-Mar-2025
Summary: We will not investigate this complaint about the Council’s decision not to investigate a statutory nuisance complaint at a landfill site or its communication with Mr X and residents. This is because it is unlikely we would find enough evidence of fault to justify an investigation.
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Wyre Forest District Council (24 014 370)
Statement Closed after initial enquiries Homelessness 11-Mar-2025
Summary: We will not investigate this complaint about the Council’s provision of housing assistance. There is insufficient evidence of fault which would warrant an investigation.
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London Borough of Croydon (24 014 379)
Statement Upheld Other 11-Mar-2025
Summary: We will not investigate Miss X’s complaint about the Council failing to provide her with adequate care leaver support and with providing her with incorrect information. This is because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.