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Statement Upheld Special educational needs 10-Apr-2025
Summary: Ms X complained about the Council’s delays in issuing her son’s Education, Care and Health Plan in time for phase transfer and following an annual review in March 2024. She also complained about lack of suitable education between September 2024 and December 2024 when the Council failed to find a secondary school place and delay in the Council’s response to her complaint. We found the Council was at fault for lack of accurate record keeping, delay in issuing Plans and responding to Ms X’s complaint. The Council agreed to pay Ms X for the avoidable distress and uncertainty and issue reminders to staff.
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London Borough of Tower Hamlets (24 009 337)
Statement Upheld Allocations 10-Apr-2025
Summary: The Council has already accepted fault in its handling of Mr X’s application to the housing register, as a result of which Mr X may have missed an offer of housing. During our investigation, the Council agreed to remedy this injustice by awarding Mr X extra priority. The Council was also at fault for poor communication and delays in complaint handling. To remedy the distress caused, the Council has agreed to apologise and make a payment to Mr X.
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Royal Borough of Kensington & Chelsea (24 009 755)
Statement Upheld Homelessness 10-Apr-2025
Summary: The Council’s failure to provide Miss X with suitable temporary accommodation after she experienced domestic abuse was fault. As a result, Miss X remains in unsuitable accommodation where she is at risk and which is negatively affecting her mental health. The Council has agreed to apologise, try to provide suitable accommodation, make payments to Miss X and act to improve its services.
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London Borough of Camden (24 009 776)
Statement Upheld Homelessness 10-Apr-2025
Summary: Mr and Mrs X complained about the Council’s handling of their homelessness application. We found the Council was at fault for issuing a decision letter which was unclear. This caused frustration to Mr and Mrs X for which the Council has already apologised. The Council has agreed to a service improvement to prevent further fault.
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Manchester City Council (24 010 628)
Statement Not upheld Refuse and recycling 10-Apr-2025
Summary: Ms X complained the Council has refused to collect bulky waste items from the car park of a sheltered housing complex of which she is a manager. We find no fault in the Council’s decision making.
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Statement Upheld Special educational needs 10-Apr-2025
Summary: Mrs X complained about the Council’s failure to secure educational provision in her child’s Education, Health and Care Plan. Mrs X said not receiving that necessary support badly affected her child’s education and wellbeing and caused distress. We found there was avoidable delay by the Council in securing provision in the Plan. In recognition of the resulting avoidable distress and time and trouble, the Council agreed to secure the educational provision and both apologise to Mrs X and make a symbolic payment of £1,000.
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Essex County Council (24 011 501)
Statement Not upheld Special educational needs 10-Apr-2025
Summary: Mrs X complained about the Council’s refusal to pay her child, Y’s, Education, Health and Care (EHC) Plan personal budget to her direct, in advance. She says the Council insisted on using its own system which limited her choice of tutors and meant they had to be paid in arrears. The Council was not at fault. It was entitled to use its own system and exercised its discretion to set up alternative payments for Y’s tuition. There is no evidence Y’s choice of tutor has been limited.
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Essex County Council (24 014 613)
Statement Closed after initial enquiries Transport 10-Apr-2025
Summary: We will not investigate Mrs X’s complaint about her son’s transport journey time being too long. This is because there is insufficient evidence of fault. In addition, the fault has not caused any significant injustice.
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London Borough of Lewisham (24 014 944)
Statement Upheld Homelessness 10-Apr-2025
Summary: The Council was at fault for failing to provide Ms X with interim accommodation when she was homeless and heavily pregnant. As a result, Ms X gave birth without anywhere to live and continues to sofa surf with her newborn. The Council was also at fault for poor communication and delay accepting the main housing duty. The Council has agreed to apologise, provide Ms X with temporary accommodation, make payments to her, and act to improve its services.
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Dacorum Borough Council (24 017 970)
Statement Closed after initial enquiries Planning applications 10-Apr-2025
Summary: We will not investigate this complaint about the way the Council decided to approve a planning application. There is not enough evidence of fault to justify an investigation.