Decision search
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Warwick District Council (24 005 808)
Statement Upheld Homelessness 19-Mar-2025
Summary: Miss B complained about how the Council handled her homelessness. There was fault because the Council wrongly advised her about its duty to protect her belongings and it placed her family in hotel accommodation without cooking facilities for longer than the law allows. This caused Miss B to accrue rent arrears when she could not move her belongings, and caused her distress and expense when she could not cook for her family. The Council should apologise to Miss B, make a payment to recognise the impact on her of the unsuitable accommodation, and waive some of the rent arrears she accrued.
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Tendring District Council (24 005 905)
Statement Upheld Homelessness 19-Mar-2025
Summary: Miss X complained that her family were in Bed and Breakfast accommodation for 10 weeks causing them to spend extra money on food and travelling. Miss X also complains that the accommodation made her children anxious. Based on current evidence I find fault and the Council should remedy the injustice by apologising and making a payment to Miss X.
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Kent County Council (24 006 374)
Statement Upheld Special educational needs 19-Mar-2025
Summary: Ms X complained about the Council’s handling of her child, Y’s Personal Transport Budget (PTB) since late 2022. The Council has processed and decided Y’s PTB in line with its policy. However, it delayed processing Ms X’s change of circumstances requests on two occasions and delayed informing her of both underpayments and overpayments. It also communicated and handled her complaint poorly. The Council agreed to make a symbolic payment to recognise the distress and confusion this caused Ms X. It will also carry out service improvements.
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Statement Upheld Assessment and care plan 19-Mar-2025
Summary: There was fault in the Council’s communication and record keeping. The Council also did not always follow its complaint process and there was a small delay in the financial assessment.
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West Sussex County Council (24 007 403)
Statement Upheld Direct payments 19-Mar-2025
Summary: Mr X complained that the Council wrongly stopped Mr T (suitable person) from managing his direct payment and it failed to tell him about its decision reasons. There was fault by the Council with its delays in completing Mr X’s care needs review assessment and his mental capacity act assessment. This caused distress, worry, uncertainty and frustration to Mr X. The Council will take action to remedy the injustice caused.
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Statement Upheld Refuse and recycling 19-Mar-2025
Summary: Ms Y complained about the Council’s refusal to provide a wheelie bin for her property. We have found fault, causing injustice, by the Council in failing to: properly consider and assess the evidence Ms Y provided; and apply a consistent policy regarding the safety of collection points. The Council has now provided Ms Y with a wheelie bin, and agreed to remedy the injustice its failures caused by making a payment to Ms Y to reflect her upset, time and trouble and service improvements.
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Herefordshire Council (23 013 124)
Statement Not upheld Assessment and care plan 19-Mar-2025
Summary: There is no evidence of fault in the way the Council assessed Mr X’s care and support needs. It acted properly and in accordance with the law.
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South Gloucestershire Council (23 014 129)
Statement Upheld Special educational needs 19-Mar-2025
Summary: Mrs X complained that the Council failed to ensure the provision set out in her son’s education, health and care plan was delivered. We found the Council was at fault causing Mrs X’s son to lose out on provision to which he was entitled. Both he and Mrs X suffered distress as a result. The Council has agreed to apologise to Mrs X and make payments to her and her son.
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London Borough of Lambeth (23 016 049)
Statement Upheld Allocations 19-Mar-2025
Summary: Ms X complained about how the Council handled her housing situation when she applied to be her nephew’s special guardian. There were some faults by the Council in how it dealt with parts of Ms X’s homeless application and her housing register application. This caused Ms X distress and uncertainty and left her without interim accommodation for two months. The Council will take action to remedy the injustice caused to Ms X.
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Birmingham City Council (23 016 946)
Statement Closed after initial enquiries Child protection 19-Mar-2025
Summary: We cannot investigate Miss X’s complaint about the Council’s actions in its child protection involvement with her child because it lies outside our jurisdiction. The law prevents us from investigating complaints about matters that have been considered in court proceedings. We have no discretion to do so.