Decision search
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Kirklees Metropolitan Borough Council (23 016 084)
Statement Upheld Alternative provision 13-Oct-2024
Summary: Miss X complained the Council did not deliver appropriate education to her son after his exclusion from college and that its communication was poor. We found fault because the Council failed to adequately consider its statutory duties, consult with other providers in a timely manner or communicate with Miss X appropriately. Miss X suffered avoidable frustration and distress and her son missed out on some of the education he should have received. To remedy the injustice caused by this fault, the Council has agreed to apologise, make a payment to Miss X, issue reminders and guidance to relevant staff and consider reviewing some of its policies and procedures.
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London Borough of Southwark (23 016 643)
Statement Not upheld Other 13-Oct-2024
Summary: Ms D complains about delay by the Council resolving an insurance claim. We have decided to end the investigation because Ms D’s case can be dealt with by an alternative organisation.
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Isle of Wight Council (23 017 286)
Statement Upheld Special educational needs 13-Oct-2024
Summary: There was fault by the Council as it delayed issuing an amended Education, Health and Care Plan after an annual review. This delayed the right to appeal to the SEND tribunal and a payment remedies the injustice caused. There was also failure to chase a response from social care during the needs assessment process. There was no fault in the Council’s decision not to provide alternative educational provision as it decided the place at school was suitable and accessible to the child.
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London Borough of Havering (24 000 603)
Statement Upheld Disabled facilities grants 13-Oct-2024
Summary: Ms X complained that the Council failed to properly consider her request for adaptations to be made to her council property. We cannot investigate the Council’s actions as a registered social landlord. However, we found the Council was at fault for not considering a Disabled Facilities Grant (DFG). We recommended it apologised, supported Ms X to make a DFG application and then considered the application. We also recommended it corrected its policy.
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East Cambridgeshire District Council (24 001 474)
Statement Not upheld Antisocial behaviour 13-Oct-2024
Summary: Miss X complained the Council has failed to properly consider her complaints about noise and anti-social behaviour from a neighbour. We do not find fault in the Council’s actions.
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Buckinghamshire Council (24 002 029)
Statement Upheld Child protection 13-Oct-2024
Summary: Mrs B complains about how the Council treated her and her partner when their child was born. This was due to her previous involvement with the Council about concerns for the care of her older children. The Council would not consider her complaint about the matter. The Council was at fault for not considering Mrs B’s complaint. The Council will apologise to Mrs B and consider her complaint through the children’s statutory complaint procedure.
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Swindon Borough Council (24 002 412)
Statement Upheld Refuse and recycling 13-Oct-2024
Summary: Mr X complained the Council repeatedly failed to collect his domestic waste and failed to resolve the reasons behind the missed collections. The Council was at fault, which caused Mr X frustration and distress. The Council has agreed to apologise to Mr X, carry out monitoring of future collections, and review Mr X’s bin allocation.
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Stoke-on-Trent City Council (24 003 559)
Statement Closed after initial enquiries Safeguarding 13-Oct-2024
Summary: We will not investigate Miss X’s complaint about how the Council considered her mother’s care and support needs. There is not enough evidence of fault and the Council have already addressed the issues it needed to have done, so we could not add anything to its investigation.
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Hertfordshire County Council (23 000 841)
Statement Upheld Special educational needs 13-Oct-2024
Summary: Mr X complains the Council did not deal properly with his son Y’s education. The Council is at fault because it delayed dealing with funding levels and delayed issuing an Education Health and Care Plan (EHCP). Y has not had an updated EHCP, has missed special educational needs provision and remains uncertain whether he may have missed further provision. The Council should apologise and pay Mr X £1000 for distress and uncertainty, pay Mr X £600 for missed provision and issue a final EHCP.
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Birmingham City Council (23 011 319)
Statement Upheld Housing benefit and council tax benefit 13-Oct-2024
Summary: There was fault by the Council. It made mistakes when it administered overpayments of housing benefit, it did not explain the process properly to Mr B, and gave him wrong information. This caused him uncertainty and distress, but did not disadvantage him financially. In fact, Mr B has benefited from the Council’s mistakes. The Council has apologised to Mr B. This is a suitable remedy for Mr B’s complaint.