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East Lancashire Hospitals NHS Trust (23 011 466a)
Statement Upheld Hospital acute services 17-Jul-2024
Summary: Mrs A has complained about a hospital trust and a council in relation to her mother, Mrs B’s discharge to a care home and the fees her mother was charged. We found fault with the Council and the Trust in relation to the discharge a delay in moving Mrs B to a new home and with the Council’s complaint handling which led to distress for Mrs A and a financial shortfall for Mrs B. The Council has agreed to remedy the matter with an apology and a financial payment. The Trust has agreed to apologise and take action to improve communication.
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London Borough of Redbridge (23 013 166)
Statement Not upheld Homelessness 17-Jul-2024
Summary: Mrs X complains the Council delayed repairs to damp and mould affecting her temporary accommodation. We do not find fault with the Council for delay.
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Brighton & Hove City Council (23 014 476)
Statement Not upheld Parking and other penalties 17-Jul-2024
Summary: Mr X complained about a resident’s parking scheme which the Council sets charges for based on vehicle emissions. The Council is not at fault. It administers the scheme in line with a 2018 traffic regulation order and the fees are agreed and approved each year by the relevant Council committee.
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Cambridgeshire County Council (23 015 117)
Statement Not upheld Safeguarding 17-Jul-2024
Summary: Ms D complained about the way the Council dealt with safeguarding concerns about her late father, Mr F. We have found no fault by the Council. We intend to complete our investigation and not uphold this complaint.
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West Northamptonshire Council (23 015 382)
Statement Upheld Special educational needs 17-Jul-2024
Summary: Mrs B complained the Council delayed in completing an Education, Health and Care assessment and failed to meet the statutory timeframe for issuing an Education, Health and Care Plan for her child, X. Mrs B says this caused distress for X and the family. We have found the Council at fault. The Council has agreed to provide staff training and make a payment to remedy the injustice caused by the faults identified.
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London Borough of Haringey (23 001 282)
Statement Upheld Homelessness 17-Jul-2024
Summary: Miss X complained the Council delayed carrying out repairs at her temporary accommodation and stopped her from bidding on suitable permanent accommodation while waiting for the repairs to be completed. The Council applied the wrong policy and suspended Miss X’s bidding rights which meant she missed out on several properties resulting in her living in unsuitable accommodation for 15 months. A suitable remedy is agreed.
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Gloucestershire County Council (23 017 374)
Statement Not upheld Highway repair and maintenance 17-Jul-2024
Summary: Mr B complained about a Traffic Regulation Order made by the Council in 2023, as it did not include previous plans to install double yellow lines on a section of road near his property to ensure a drain gully was not blocked by parked cars. We have not found fault with actions of the Council.
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Brighton & Hove City Council (23 017 593)
Statement Not upheld Parking and other penalties 17-Jul-2024
Summary: There was no significant fault by the Council. The wording of the parking permit requirements on the Council’s website and policy was imprecise in relation to the specific circumstances of the complainants. The Council has revised this wording but its decision that the complainants were not entitled to a permit was made without fault.
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North Somerset Council (23 017 750)
Statement Upheld Alternative provision 17-Jul-2024
Summary: Mrs X complained the Council failed to meet the special educational needs of her child. We upheld the complaint, finding the Council agreed to make alternative provision for the child’s education but then failed to do so, or else refund Mrs X for arrangements she made. This caused a quantifiable financial loss. The Council has accepted this finding and at the end of this statement we set out the action it has agreed to remedy this injustice and make service improvements.
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London Borough of Lambeth (23 018 086)
Statement Upheld Homelessness 17-Jul-2024
Summary: Miss X complained the Council failed to move her to alternative temporary accommodation after the landlord took action to repossess the property. The Council was at fault for the delay in moving Miss X, for poor communication and for the delay in responding to her complaint. The Council has agreed to apologise and make a payment to Miss X to acknowledge the distress and frustration the faults have caused her.