Decision search
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Mid Devon District Council (24 017 951)
Statement Closed after initial enquiries Other 17-Jan-2025
Summary: We cannot investigate Mr B’s complaint about the Council’s failure to replace a boundary fence at one of its properties. This is because we cannot investigate complaints about the management of social housing by a council in its role as a social landlord.
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Lancashire County Council (24 017 967)
Statement Closed after initial enquiries Highway repair and maintenance 17-Jan-2025
Summary: We will not investigate Ms B’s complaint about the Council’s refusal of her compensation claim after her car was damaged by a road defect. This is because it is reasonable for Ms B to pursue her claim by taking the Council to court.
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London Borough of Havering (24 016 755)
Statement Closed after initial enquiries Parking and other penalties 17-Jan-2025
Summary: We will not investigate this complaint about the Council’s enforcement of a penalty charge notice as Mr X can ask the court to consider his case.
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Dudley Metropolitan Borough Council (23 012 887)
Statement Upheld Antisocial behaviour 17-Jan-2025
Summary: Miss F complains the Council has failed to act on her reports of anti-social behaviour. We found no fault in the way the Council dealt with Miss F’s reports of anti-social behaviour. There was fault in complaint handling which caused Miss F time and trouble. The Council has agreed make a symbolic payment to Miss F to remedy that injustice.
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Norfolk County Council (23 017 218)
Statement Upheld Child protection 17-Jan-2025
Summary: Mr M complains about the Council’s actions when he was a child, including not providing him with support or housing. He complains about the actions of a support worker who supplied him with drugs and did not take him to some appointments. He also complains about the support the Council offered after he turned 18 and its response to his complaints. We uphold the complaint because of a delay in starting a child in need assessment, some poor record keeping and missed appointments by a support organisation. The Council has agreed to our recommendations.
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Blackburn with Darwen Council (24 001 378)
Statement Upheld Other 17-Jan-2025
Summary: Miss X complained about the way the Council has dealt with issues on an open space near her home. She said fencing was being used to block public rights of way and the Council has not dealt with several reports of fly tipping. Miss X stated she had been complaining about this matter for over a year and it has not been addressed. Miss X said this has impacted her mental health and she has taken time and trouble to complain. There was fault in the way the Council did not act to resolve fly tipping, did not complete the complaint response and communication from the Council was poor. Miss X did not suffer significant personal injustice from the Council fault, but was put to time and trouble to complain. The Council has agreed to apologise, make a financial payment, remind staff of the Council’s responsibilities and complete a site inspection.
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Westminster City Council (24 002 126)
Statement Not upheld Direct payments 17-Jan-2025
Summary: Ms X complained about the Council’s response to her request for direct payments and related matters. We did not find the Council to be at fault. It responded to her requests for information, additional care and repayment appropriately.
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Statement Upheld Child protection 17-Jan-2025
Summary: Mrs X complained about failings in the Council’s child protection investigation. There was some fault in the Council’s communication and record keeping, as well as a delay giving Mrs X a report before a meeting. However, there was no fault in the Council’s decision-making processes and no significant injustice.
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Essex County Council (24 002 639)
Statement Upheld Transport 17-Jan-2025
Summary: Mrs X complains the Council has failed to renew her blue badge despite her condition not changing. Mrs X says this has caused her distress. We have found fault in the actions of the Council for failing to advise why it could not accept information provided by Mrs X. The Council has apologised for this failing which is a suitable remedy.
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GCH (North London) Ltd (24 002 913)
Statement Upheld Residential care 17-Jan-2025
Summary: Mr X complained about the poor quality of care provided to his late mother, Mrs Y, at Drayton Village Care Centre which caused him distress, and which resulted in him moving Mrs Y to another care home and the subsequent care charges. The care provider was at fault as there was poor care, a failure to refer Mrs Y for funded nursing care and to properly consider whether to charge for the full notice period. The care provider has already refunded two weeks of care costs. It has agreed to make a payment to Mr X to acknowledge the distress, frustration and uncertainty caused to him. It has also agreed to review its procedure to ensure residents are appropriately referred for funded nursing care and to remind staff to refer residents or their representative to the complaints’ procedure where appropriate.