Decision search
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Plymouth City Council (24 000 538)
Statement Upheld Special educational needs 19-Aug-2024
Summary: There was a four-month delay by the Council in dealing with Ms X’s request for an Education Health and Care Needs Assessment. Communication and complaint handling were also poor. This caused avoidable distress and a delay in appeal rights. The Council will apologise, make a symbolic payment of £150 and provide us with a report on how it has reduced waiting times.
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London Borough of Enfield (24 000 563)
Statement Closed after initial enquiries Enforcement 19-Aug-2024
Summary: We will not investigate this complaint about planning enforcement because there is no evidence of fault.
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London Borough of Lambeth (23 017 447)
Statement Upheld Allocations 19-Aug-2024
Summary: Mrs X complained that she was living in severely overcrowded conditions, which was causing distress to herself and her family. She wanted the Council to inspect her flat and increase her priority on the housing register. We found fault because there was a delay of a year in the Council completing the inspection. We have recommended the Council should apologise to Mrs X, make her a symbolic payment in recognition of her avoidable time and trouble in pursuing her complaint, and backdate the date of her entry to the highest priority band on the housing register.
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Buckinghamshire Council (23 017 188)
Statement Upheld Homelessness 19-Aug-2024
Summary: Mr B complained the Council failed to provide him with adequate support when he approached it for help with his homelessness. He adds the Council wrongly removed him from the housing register and it failed to put him in the correct priority banding under its housing allocations scheme. We find some fault with the Council as it has failed to demonstrate it properly considered Mr B’s bedroom need and therefore priority banding. The Council has agreed to our recommendations to address the injustice caused by fault.
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Advinia Health Care Ltd (23 015 187)
Statement Upheld Charging 19-Aug-2024
Summary: Miss X, a solicitor, complained that Advinia Care Home Limited added extra fees to Mrs Y’s invoice and failed to make a full refund. The Care Provider was at fault for not explaining the care fees properly. We also found fault with the way the Care Provider dealt with the refund and inadequate complaint handling. This was detrimental to Mrs Y’s estate and caused distress to Mr Z. The Care Provider has already apologised for this and reviewed its processes for extra care charges. However, we recommend it also makes a payment to recognise the distress to Mr Z.
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Central Bedfordshire Council (23 015 668)
Statement Upheld Private housing 19-Aug-2024
Summary: Mrs C complained about the way the Council handled her claim for compensation for defects and damage caused to her property by contractors who received a Home Improvement loan to renew her roof. We have upheld one part of her complaint and found fault by the Council in the way it responded to Mrs X’s concerns about the contractor’s standard of work and her compensation claim, causing injustice. The Council has agreed to remedy the injustice by; apologising and making a payment to reflect the distress caused; arranging for a surveyor to inspect the roof and meeting the cost of any work identified by the surveyor; and making a service improvement.
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Rutland County Council (24 004 168)
Statement Closed after initial enquiries Drainage 19-Aug-2024
Summary: We will not investigate this complaint about the Council’s failure to manage surface water run off where she lives. The Council has cleared and jetted the relevant drains/gullies and has commissioned a report in accordance with its duties under section 19 of the Flood and Water Management Act. The report will be published once complete. We do not consider an investigation will lead to a worthwhile outcome.
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London Borough of Hammersmith & Fulham (24 004 289)
Statement Closed after initial enquiries Allocations 19-Aug-2024
Summary: We will not investigate this complaint about the way the Council has handled the complainant’s housing application. This is because there is insufficient evidence of fault by the Council.
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Durham County Council (24 004 686)
Statement Closed after initial enquiries Looked after children 19-Aug-2024
Summary: We will not investigate this complaint about the Council’s response to the complainant’s concerns about her children’s welfare. This is because there is no evidence of fault on the Council’s part, and investigation would not lead to the outcome the complainant wants.
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Wirral Metropolitan Borough Council (24 004 743)
Statement Closed after initial enquiries Charging 19-Aug-2024
Summary: We will not investigate Mrs X’s complaint about care charges sought by the Council from the late Mrs Y’s estate, nor its handling of and responses to her complaint. The charging complaint is late and there are no good reasons for us to investigate it now. We do not investigate councils’ complaint-handling where we are not investigating the core issue which gave rise to the complaint.