Decision search
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Maidstone Borough Council (25 012 403)
Statement Closed after initial enquiries Leisure and culture 23-Oct-2025
Summary: We will not investigate Mr X’s complaint about events that led to him being banned from a leisure centre. This is because there is insufficient evidence of fault.
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Teignbridge District Council (25 015 110)
Statement Closed after initial enquiries Other 23-Oct-2025
Summary: We will not investigate this complaint about the date a councillor vacancy was declared as this does not cause the complainant a level of personal injustice that would warrant our further involvement.
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Brighton & Hove City Council (25 017 009)
Statement Closed after initial enquiries Council tax 23-Oct-2025
Summary: We will not investigate this complaint about the Council removing a Severely Mentally Impaired exemption from Mrs X’s Council Tax account. Mrs X has the right to appeal to the Valuation Tribunal and it is reasonable to expect her to do so.
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Statement Upheld Charging 23-Oct-2025
Summary: Mr X complains the Council failed to offer Mrs Y a choice of accommodation and wrongly charged her a top up fee. We found the failure to offer Mrs Y alternative accommodation which did not require a top up is fault. The Council will apologise for any uncertainty this caused.
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Luton Borough Council (24 020 489)
Statement Upheld Direct payments 23-Oct-2025
Summary: Mr X complained about the way the Council dealt with his request for communication adjustments. We found fault in the way the Council responded to Mr X’s request. This fault caused Mr X injustice. The Council has agreed to apologise, review Mr X’s communication adjustments and update his records and pay him a symbolic distress payment. The Council has also agreed some service improvements to share learning from this complaint.
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Stockton-on-Tees Borough Council (24 021 790)
Statement Upheld School transport 23-Oct-2025
Summary: Mrs X complained that the Council provided inadequate information and did not properly consider her application and appeals for free school transport for her child. We find fault in the Council’s actions for the misleading guidance at application stage and giving wrong information in its stage one appeal response. This caused undue distress to Mrs X and the Council should apologise.
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London Borough of Hillingdon (24 021 944)
Statement Upheld Commercial and contracts 23-Oct-2025
Summary: Miss X complained about the Council’s actions in relation to a business she runs in a Council-owned property. We have not investigated all aspects of her complaint, as it would be reasonable for her to pursue some matters through the courts. We find the Council at fault for poor communication, failure to act as promised, and poor complaint handling. This caused Miss X avoidable uncertainty, distress, and time and trouble. The Council has agreed to apologise, make a payment to Miss X, and take steps to improve its services.
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Calderdale Metropolitan Borough Council (24 022 101)
Statement Not upheld Charging 23-Oct-2025
Summary: Mrs X complained the Council charged her for care without advising her of the costs first. Mrs X says she now owes the Council a lot of money and has needed to cancel her care with the Council. We did not find fault with the Council.
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Birmingham City Council (25 000 076)
Statement Not upheld School transport 23-Oct-2025
Summary: Mr X complained the Council wrongly stopped free home to school transport for his child, Y. He also complained about the Council’s charges for the discretionary spare seat transport. There is no fault in the way the Council made its decision during the application, stage one and two appeal, so we cannot criticise the decision. Matters around charges have been resolved between Mr X and the Council.
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West Sussex County Council (25 000 899)
Statement Upheld Special educational needs 23-Oct-2025
Summary: The Council delayed issuing Mrs X’s child, Y’s, Education, Health and Care (EHC) Plan following an annual review, failed to ensure Y received all the provision in their EHC Plan and failed to clearly explain payments made into Y’s personal budget. The Council has agreed to apologise to Mrs X and make payments to acknowledge the missed provision and frustration she was caused by the delays and budget issues. It has also agreed to write to Mrs X clearly setting out the payments made and how they relate to Y’s personal budget as set out in their Plan.