Decision search
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Norfolk County Council (24 016 856)
Statement Closed after initial enquiries Highway repair and maintenance 10-Jan-2025
Summary: We will not investigate Mr C’s complaint that his car was damaged due to the Council’s failure to maintain a road. This is because it is reasonable for Mr C to pursue his compensation claim at court.
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Southend-on-Sea City Council (24 015 216)
Statement Closed after initial enquiries Other 10-Jan-2025
Summary: We will not investigate Mr X’s complaint about information provided during a vehicular crossing application. It is unlikely we could find the Council’s fault directly caused Mr X an injustice.
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London Borough of Ealing (23 003 558)
Statement Upheld Allocations 10-Jan-2025
Summary: Mr D complained about the Council’s decision on his housing priority and who it included in his household application. We found the Council at fault for some delay, errors in its decision making, and for not considering relevant information to make a new decision when it made changes to the household. The Council has agreed to our recommendations to remedy the injustice caused.
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Warrington Council (23 018 859)
Statement Upheld Refuse and recycling 10-Jan-2025
Summary: Mr X complained the Council repeatedly failed to collect his garden waste in 2023, and failed to respond to his escalated complaint. The Council was not at fault over missed garden waste collections. However, the Council was at fault for failing to properly consider Mr X’s complaint. This caused Mr X some frustration and inconvenience which the Council agreed to apologise for.
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Leeds City Council (23 020 333)
Statement Upheld Special educational needs 10-Jan-2025
Summary: Ms X complained about delay in the Council’s Education Health and Care Needs assessment for her son, S. The delay is because of a shortage of Educational Psychologists. The Council is at fault for delay issuing an Educational Psychologists report and Education, Health and Care Plan.
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Statement Upheld Special educational needs 10-Jan-2025
Summary: Mrs X complained the Council failed to provide the provision in her daughter, Miss Y’s, Education, Health and Care (EHC) Plan since May 2023 and delayed completing an annual review of the EHC Plan in June 2024. Mrs X also complained the Council delayed in responding to her complaint about the matter. The Council was at fault. The Council will apologise and make payments to Mrs X for the frustration she was caused and Miss Y for the provision she missed.
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Bournemouth, Christchurch and Poole Council (23 021 417)
Statement Upheld Homelessness 10-Jan-2025
Summary: The complainant says she went to the Council when her family was homeless. The officer gave her incorrect advice and forced them into private rented accommodation. The result is they are living in accommodation they cannot afford. This has affected the complainant’s mental health. Our decision is there was no fault in the Council’s offer of accommodation. But there was some fault in the Council’s complaint handling, so we have upheld the complaint.
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London Borough of Hackney (24 000 618)
Statement Upheld Assessment and care plan 10-Jan-2025
Summary: There was no fault by the Council when it decided not to progress with a safeguarding enquiry when Mrs B fell. There was fault, however, when the Council took too long to review Mrs B’s care needs as intended, and took too long to deal with the complaint made on her behalf about this. The Council’s shortcomings caused both Mrs B and her family distress, frustration and uncertainty. It has agreed to take action to remedy this.
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East Sussex County Council (24 001 308)
Statement Upheld Special educational needs 10-Jan-2025
Summary: Mr X complained the Council failed to act in his child’s best interests when choosing a suitable secondary school, arranging alternative education, and arranging school transport. There was no fault in the Council’s decision-making on these issues. We did not investigate the Council’s earlier decision to name a mainstream school in Mr X’s child’s Education, Health and Care Plan, as this came with appeal rights. The Council was at fault for refusing to reimburse fees Mr X paid to an independent school to secure his child’s place. The Council agreed to reimburse the fees.
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Hallmark Care Homes (Banstead) Limited (24 001 768)
Statement Upheld Residential care 10-Jan-2025
Summary: Mrs C complains the Care Provider failed to properly care for her late mother, Mrs D, which resulted in her having to go into hospital where she died shortly after. There was service failure by the Care Provider which caused Mrs D and Mrs C distress and uncertainty. To remedy the complaint the Care Provider has agreed to apologise, refund money to Mrs D’s estate, and make service improvements.