Decision search
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London Borough of Hounslow (24 001 000)
Report Upheld Homelessness 20-Mar-2025
Summary: Miss X complained about how the Council handled her housing application while she was pregnant and homeless. She says this meant she has lived in a property which is unsuitable for her and her child and has been waiting to be housed since 2022.
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Statement Upheld Alternative provision 20-Mar-2025
Summary: Mr X complained the Council failed to provide his child, Y, with appropriate education after they were excluded from school. The Council was at fault. It failed to arrange appropriate provision, its communication was poor and it delayed issuing Y’s amended Education, Health and Care Plan following an annual review. The Council has agreed to apologise and make a payment to Mr X to acknowledge Y’s missed education and specialist provision, and the distress and frustration Mr X was caused.
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London Borough of Haringey (24 006 609)
Statement Upheld Assessment and care plan 20-Mar-2025
Summary: Miss X complained the Council reduced Mr Y’s package of care without properly considering his needs. She said the Council delayed providing adequate care meaning Mr Y’s mother, Ms Z, had to delay surgery causing her pain and distress. Miss X said the Council’s reduced package of care would not meet Mr Y’s needs and place him at risk. There was fault in the way the Council delayed making decisions and did not follow the complaint process. This fault frustrated Ms Z and Miss X was put to time and trouble to complain. The Council will apologise, make a financial payment and remind staff of the importance of effective complaint handling.
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London Borough of Lambeth (24 006 712)
Statement Upheld Refuse and recycling 20-Mar-2025
Summary: We will not investigate this complaint about the Council’s waste collection services. The Council has upheld the complaint and confirmed it is taking action to address the fault identified. Further investigation by the Ombudsman would not lead to a different outcome.
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Suffolk County Council (24 006 955)
Statement Not upheld Special educational needs 20-Mar-2025
Summary: Ms A complained that the Council did not do enough to ensure her child had appropriate alternative education when he was unable to attend school. We found the Council is not at fault.
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Slough Borough Council (24 007 407)
Statement Upheld Homelessness 20-Mar-2025
Summary: Ms X says the Council did not deal with her housing properly. The Council did not inform Ms X of her rent properly or complete affordability assessments. Ms X suffered accrued rent arrears, financial loss and avoidable distress. The Council should pay Ms X £300 for avoidable distress, repay her £2760 payments, reduce her rent account balance to zero and provide guidance to staff.
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Royal Borough of Kensington & Chelsea (24 008 693)
Statement Upheld Homelessness 20-Mar-2025
Summary: Mr X complained about the Council’s handling of his homelessness application. We found fault by the Council causing Mr X distress, uncertainty and frustration. The Council agreed to apologise to Mr X, make him a payment in recognition of the injustice caused to him and decide his homelessness and housing register applications.
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London Borough of Brent (24 000 988)
Statement Upheld Special educational needs 20-Mar-2025
Summary: Mrs X complained about the way the Council handled her child’s special educational needs and disability, and her complaint. She said there was an impact on her child of missed education, and it caused her unnecessary and avoidable distress and frustration. We find the Council at fault, and this caused injustice. The Council has agreed to apologise and keep its previous offer of a payment open to Mrs X.
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Derbyshire County Council (24 002 594)
Statement Upheld Alternative provision 20-Mar-2025
Summary: Miss X complained the Council failed to provide her child, Y with a suitable full-time education since she was unable to attend school for medical reasons. We found fault by the Council because it did not properly consider its section 19 duty resulting in Y missing education she is entitled to. The Council agreed to apologise to Miss X and Y and make a payment in recognition of the injustice caused.
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Suffolk County Council (24 003 443)
Statement Upheld Special educational needs 20-Mar-2025
Summary: Mrs X complained the Council has failed to provide her son with any educational provision. We find the Council was at fault for failing to provide Mrs X’s son with the education and specialist provision in his Education, Health and Care Plan. This caused Mrs X distress and upset, and her son lost out on the education and provision he was entitled to. The Council apologised to Mrs X and paid £6,750 to reflect the missed education and provision and the distress and upset caused. The Council has agreed to our recommendation to pay a further £750 to reflect the loss of Mrs X’s son’s education and provision.