Decision search
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Bolton Metropolitan Borough Council (22 016 488)
Statement Upheld Domiciliary care 20-Aug-2024
Summary: The complaint is about a home care provider commissioned by a council. Record keeping was poor around call timing and duration and there was a failure to discuss an informal carer’s expectations and preferences around delivering personal care. This caused avoidable distress and confusion. The Council will apologise and reduce the outstanding bill.
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Wigan Metropolitan Borough Council (23 013 793)
Statement Upheld Safeguarding 19-Aug-2024
Summary: We uphold Mrs Y’s complaint about her grandmother’s care. We found fault with Mrs X’s continence care and some aspects of her end of life care. We also found fault with the Care Home’s record keeping and the Council’s communication. As a result, Mrs X did not always receive the care she needed. Mrs Y and her mother were also caused frustration and uncertainty. We recommend the Council and the Care Home apologise to Mrs Y and her mother and make improvements to processes.
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Statement Upheld Care and treatment 19-Aug-2024
Summary: We uphold Mrs Y’s complaint about her grandmother’s care. We found fault with Mrs X’s continence care and some aspects of her end of life care. We also found fault with the Care Home’s record keeping and the Council’s communication. As a result, Mrs X did not always receive the care she needed. Mrs Y and her mother were also caused frustration and uncertainty. We recommend the Council and the Care Home apologise to Mrs Y and her mother and make improvements to processes.
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Bristol City Council (23 018 415)
Statement Upheld Antisocial behaviour 19-Aug-2024
Summary: Ms X complained about the way the Council dealt with her reports of anti-social behaviour. The Council failed to properly monitor and keep Ms X updated on the actions of the ASB case review. The Council’s complaint handling and communication was also inadequate. These faults caused Ms X distress, frustration and uncertainty. The Council has already apologised and offered a financial remedy for complaint handling. The Council will make a further payment to recognise the personal injustice to Ms X and remind staff of the statutory guidance on ASB case reviews.
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Braintree District Council (23 018 493)
Statement Closed after initial enquiries Traffic management 19-Aug-2024
Summary: We will not investigate this complaint about the suspension of disabled parking bays in a town centre on market days. The claimed injustice does not directly flow from the alleged fault by the District Council.
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London Borough of Ealing (23 018 697)
Statement Not upheld Alternative provision 19-Aug-2024
Summary: We have discontinued our investigation of this complaint, about the Council’s involvement with a child who was not attending school full-time. This is because we could not add to the Council’s response or provide anything meaningful through further investigation.
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London Borough of Islington (23 019 982)
Statement Upheld Special educational needs 19-Aug-2024
Summary: Mrs F complained about the Council’s handling of the Education, Health, and Care plan process for her son following an annual review. The Council accepted it was at fault for causing delays in the process and how it communicated with her, and proposed a remedy to Mrs F. We found the Council was at fault, but its remedy was not enough. The Council will apologise and make payment in line with our recommendations to Mrs F to acknowledge the injustice its faults caused her.
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Worcestershire County Council (23 020 038)
Statement Upheld Special educational needs 19-Aug-2024
Summary: The Council was at fault because it did not arrange alternative educational provision for a child who was not attending school. It has already offered an adequate remedy for this, with the exception that it should also have offered to reimburse the complainant for a report she obtained privately. The Council has now agreed to do this. We have not investigated a complaint about the Council’s decision not to issue an education, health and care plan, because it carried a right of appeal to tribunal.
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London Borough of Southwark (23 020 129)
Statement Upheld Allocations 19-Aug-2024
Summary: Miss X complained the Council failed to properly consider her circumstances when refusing her application to join the housing register. This caused her distress as she is isolated from her family and unable to return to the area where she grew up. There is no fault by the Council in refusing to add Miss X to the housing register but it should have done more to signpost her to other housing advice including to make a homeless application. A suitable remedy is agreed.
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Swindon Borough Council (23 020 655)
Statement Upheld Refuse and recycling 19-Aug-2024
Summary: Miss X complained the Council failed to complete her assisted waste collection. The Council was at fault, which caused Miss X frustration and distress. The Council has agreed to apologise to Miss X, carry out monitoring of future collections, and formally record the details of Miss X’s collection.