Decision search
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North Tyneside Metropolitan Borough Council (24 018 707)
Statement Upheld Allocations 25-Sep-2025
Summary: After the Council disclosed Ms X’s address to a third party, putting her at risk of harm, it delayed information sharing and failed to properly consider whether it owed Ms X a homelessness duty. In recognition of the uncertainty Ms X has been caused by these faults, the Council has agreed to apologise, pay Ms X £400 and take action to improve its services. There was no fault in the Council’s decision not to write off Ms X’s rent arrears, or its decision she was not eligible to join the housing register.
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London Borough of Waltham Forest (24 018 892)
Statement Upheld Noise 25-Sep-2025
Summary: Mr X complained that the Council delayed investigating his noise complaint. We found the Council delayed taking action and responding to Mr X, which caused him distress and inconvenience. The Council has accepted fault and agreed to pay Mr X £500 to recognise the impact of the delay.
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Suffolk County Council (24 011 338)
Statement Upheld Special educational needs 25-Sep-2025
Summary: Ms X complained of significant delay in the Council’s assessment of her child for an Education, Health and Care (EHC) Plan. She also complained the Council did not provide her child with a suitable education. The Council is at fault for failing to meet statutory timescales and failing to provide a suitable education. It has agreed to remedy the injustice caused by making a payment to Ms X for the loss of education and avoidable distress. The Council has also agreed to make service improvements.
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Dacorum Borough Council (24 011 443)
Statement Upheld Other 25-Sep-2025
Summary: Mr X complained the Council failed to properly investigate his reports of water contamination in his home. We find fault with the Council’s complaint handling, but we find it has already acted to remedy the uncertainty and frustration caused by this.
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London Borough of Waltham Forest (24 013 521)
Statement Closed after initial enquiries Other 25-Sep-2025
Summary: We will not investigate this complaint about Mr X’s contact with the Council and its complaints handling. The Council has already investigated under the children’s statutory complaint procedures, and further investigation by us would not lead to a different outcome.
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Birmingham City Council (24 020 233)
Statement Upheld Council tax 25-Sep-2025
Summary: We found some fault by the Council on Mrs Y’s complaint about it failing to respond to correspondence. There was a delay replying to an email query she sent about her council tax account and responding to her stage 2 escalation request under its complaints procedure. The Council agreed to send Mrs Y a written apology for the fault found and carry out a review about the late stage 2 response. There was no fault on her complaint about it taking enforcement action against her.
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Durham County Council (24 021 099)
Statement Upheld Charging 25-Sep-2025
Summary: Ms X complained the Council did not explain the fees and charges for her father’s (Mr F’s) care when he moved into supported accommodation. She said the Council did not charge him properly or communicated with him or Ms X for the last three years and has now issued a large invoice for his care.
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Statement Upheld Special educational needs 25-Sep-2025
Summary: Mrs X complained the Council did not provide her child with a suitable education between September and December 2024. She says this impacted their education and emotional wellbeing. We find the Council at fault which caused injustice. The Council has agreed to make a payment to Mrs X.
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Hertfordshire County Council (24 021 872)
Statement Closed after initial enquiries Special educational needs 25-Sep-2025
Summary: Mrs B complained the Council has failed to provide alternative education provision to her son, who I will refer to as C, and secure the provision set out in his Education, Health and Care (EHC) Plan since he stopped attending school. I have ended my investigation of Mrs B’s complaint. This is because Mrs B has appealed to a tribunal. We cannot investigate matters which are the subject of the appeal or are closely linked to the appeal.
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Buckinghamshire Council (24 022 784)
Statement Upheld Trees 25-Sep-2025
Summary: Mr X complained about the Council’s failure to maintain a high hedge it owned behind his property. We found the Council did not apply the correct legislation or act according to its duties around high hedge complaints; this is fault. The faults caused Mr X frustration, time and trouble. The Council has agreed to apologise to Mr X, consider his concerns using the appropriate legislation, policy and guidance and review staff awareness around high hedge complaints.