Decision search
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South Holland District Council (24 003 168)
Statement Upheld Planning applications 11-Mar-2025
Summary: Miss X complains about the way the Council has dealt with and taken enforcement action against a breach of planning control at a neighbouring property. We found no evidence of fault in the way the Council has considered these matters. We found fault in the way the Council responded to Miss X’s complaints causing her an injustice through her time and trouble in pursuing a complaint. We have recommended a suitable remedy for the injustice caused in this case.
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North Yorkshire Council (24 003 377)
Statement Upheld Disabled facilities grants 11-Mar-2025
Summary: Miss X complains about the handling of her application for a disabled facilities grant. Miss X says it does not meet her child’s needs, and the Council has refused to consider new information. We find fault with the Council for delaying confirming the funds, and for its complaint handling. The Council has agreed to pay Miss X a distress payment and carry out service improvements.
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London Borough of Waltham Forest (24 003 751)
Statement Upheld Other 11-Mar-2025
Summary: Ms X complained the Council failed to provide an appropriate remedy for the injustice caused to her and her son, Y, after it upheld a complaint she made through the children’s statutory complaint procedure about how it supported them. The Council failed to properly identify the injustice caused to Ms X and Y and did not provide adequate remedies. The Council will apologise to Ms X and pay her a symbolic amount of £700 to recognise the uncertainty, frustration and distress she was caused and the risk of harm Y was put to by the Council’s faults.
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East Devon District Council (24 005 791)
Statement Not upheld Antisocial behaviour 11-Mar-2025
Summary: Mr X complained the Council wrongly issued him with a community protection warning, and did not help with neighbour disputes. Mr X said this caused unnecessary distress, frustration, humiliation, and had a disproportionate impact on his mental health. We do not find the Council at fault.
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Agincare UK Limited (24 006 212)
Statement Upheld Domiciliary care 10-Mar-2025
Summary: We upheld Mr X’s complaint. Complaint handling was not in line with our expectations, record-keeping was poor and staff conduct in a meeting unprofessional. This caused avoidable distress. The Care Provider has accepted our recommendations for a further apology, a symbolic payment and actions for it to take to improve its service and minimise the chance of recurrence.
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London Borough of Lambeth (24 006 548)
Statement Upheld Homelessness 10-Mar-2025
Summary: Miss X complained about how the Council responded to her concerns that her temporary accommodation was unsuitable. The Council was at fault. This meant Miss X missed out on her right to ask for a review of her accommodation’s suitability and she has been living in unsuitable housing for over a year. To remedy her injustice, the Council will apologise and pay Miss X a total of £1800. It will take action to ensure it gives accurate information about homeless people’s rights to request a review of the suitability of their temporary accommodation.
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Surrey County Council (24 007 650)
Statement Upheld Special educational needs 10-Mar-2025
Summary: Mrs X complained the Council failed to secure the provision set out in Y’s Education, Health and Care Plan. As a result, Mrs X says Y has not received the provision he is entitled to. We find the Council at fault for not securing provision. The Council has agreed to apologise and make a payment to recognise the injustice.
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Surrey County Council (24 007 689)
Statement Upheld Special educational needs 10-Mar-2025
Summary: Mrs X complained the Council failed to secure provision set out in Y’s Education, Health and Care Plan and delayed completing a review of the plan. Mrs X says this caused distress and means Y did not receive the education they were entitled to. We find the Council at fault for not securing provision and delays in reviewing Y’s plan. We find the Council has already taken suitable action to address the injustice to Mrs X and Y.
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Sandwell Metropolitan Borough Council (24 007 933)
Statement Upheld Land 10-Mar-2025
Summary: Ms X complained the Council misrepresented the fees and process involved in her buying council owned land next to her home. She also complained it took too long to consider her request and her complaint. We found fault by the Council which caused Ms X uncertainty. The Council agreed to apologise to Ms X and make her payment in recognition of the injustice caused to her.
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Statement Not upheld Housing benefit and council tax benefit 10-Mar-2025
Summary: Mrs X and Ms Y, representatives of this complaint, and executors of Mr Z’s estate, complain about the Council’s failure to forward an appeal regarding an alleged overpayment to the Tribunal. We have discontinued our investigation. The Council has since forwarded the appeal to the Tribunal, and further investigation would not achieve a worthwhile outcome.