Decision search
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London Borough of Croydon (24 006 542)
Statement Upheld Homelessness 18-Mar-2025
Summary: Miss X complained that the Council delayed in dealing with her request for a review of the suitability of her temporary accommodation, delayed in dealing with her complaints of disrepair and prevented her from bidding on three bedroom properties. The Council was at fault as it delayed in deciding if Miss X’s temporary accommodation was suitable and did not deal with her complaints of disrepair. As a result, Miss X lived in unsuitable temporary accommodation for 12 months longer than necessary. The Council will remedy the injustice to Mrs X by apologising and making a symbolic payment of £2600.
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Calderdale Metropolitan Borough Council (24 007 154)
Statement Upheld Alternative provision 18-Mar-2025
Summary: Mr X complained the Council failed to arrange suitable education when his child, W, stopped attending school in September 2023. The Council was at fault. This meant W missed out on educational provision, social care support and play therapy they should have had. This affected W’s wellbeing and caused Mr X avoidable frustration, upset and uncertainty. To remedy their injustice, the Council will apologise to Mr X and pay him £2500. The Council will also remind staff about using the children’s statutory complaints procedure and review its systems for arranging provision for children out of school, to minimise delays.
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Christadelphian Care Homes (24 007 702)
Statement Upheld Residential care 18-Mar-2025
Summary: Mrs X complained on behalf of her father, Mr Y, about the care provider, Christadelphian Care Homes and how it calculated care charges. The Care Provider was at fault. It was not clear and transparent in how it calculated care fees and did not provide an adequate notice period before it changed the fees. This caused Mr Y and Mrs X frustration and uncertainty. The Care Provider has agreed to apologise to Mr Y and Mrs X. The Care Provider will also make service improvements to prevent a recurrence of fault.
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Braintree District Council (24 011 123)
Statement Closed after initial enquiries Enforcement 18-Mar-2025
Summary: We will not exercise discretion to investigate this complaint about the Council’ failure to take enforcement action over planning conditions and a planning agreement to provide a free shuttle bus service. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner.
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West Sussex County Council (23 012 456)
Statement Upheld Child protection 18-Mar-2025
Summary: Mrs X complained about the Council’s actions linked to its independent investigation into her complaints about its children’s services department. The Council has already agreed to some fault and offered an apology to remedy Mrs X’s injustice. We found additional fault in how long it took to address Mrs X’s complaints. We also considered that the injustice of the distress and time and trouble Mrs X experienced required a remedy greater than an apology. To remedy the injustice caused, the Council has agreed to apologise to Mrs X, make a payment to her and share good practice guidance with relevant staff.
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North Somerset Council (24 011 798)
Statement Closed after initial enquiries Council tax support 18-Mar-2025
Summary: We will not investigate this complaint about Council tax support because there is a right of appeal to a Valuation Tribunal.
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London Borough of Hounslow (24 012 404)
Statement Upheld Antisocial behaviour 18-Mar-2025
Summary: Ms X complained the Council failed to effectively deal with her reports about strong cannabis smells that she and her child regularly experienced in their home. This significantly impacted on her child due to their needs. We found the Council at fault. We cannot see it signposted Ms X to its anti-social behaviour case review process. This fault caused injustice as she was not aware she could exercise this right. The Council has agreed to apologise and provide Ms X with information about this review process.
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Sefton Metropolitan Borough Council (24 014 274)
Statement Closed after initial enquiries Planning applications 18-Mar-2025
Summary: We will not investigate this complaint about the Council’s decision to approve a planning application. This complaint is late and there are no good reasons why it could not have been made sooner. Nor will we investigate a complaint about the Council’s decision-making relating to planning enforcement. It is unlikely we would find fault.
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East Sussex County Council (24 014 879)
Statement Closed after initial enquiries Assessment and care plan 18-Mar-2025
Summary: We will not investigate Mr X’s complaint the Council amended an Occupational Therapist’s assessment without his agreement. There is nothing to suggest the Council’s actions have caused a significant injustice.
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London Borough of Camden (24 015 934)
Statement Closed after initial enquiries Private housing 18-Mar-2025
Summary: We will not investigate this complaint. The law prevents us investigating matters where Mr X has taken court action, or the Council’s use of public money. We will not revisit complaints we have already decided. The Council should have more opportunity to consider complaints about recent events.