Decision search
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Essex County Council (24 021 216)
Statement Upheld Special educational needs 11-Apr-2025
Summary: We will not investigate Mrs X’s complaint about delays in the Education Health and Care Plan process. This is because the Council has agreed to apologise to Mrs X and pay her £100 per month for the delay. We consider this an appropriate remedy and further investigation is therefore unlikely to achieve anything more.
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Essex County Council (24 021 246)
Statement Upheld Special educational needs 11-Apr-2025
Summary: We will not investigate Mr X’s complaint about delays in the Education Health and Care Plan process. This is because the Council has agreed to apologise to Mr X and pay him £100 per month for the delay. We consider this an appropriate remedy and further investigation is therefore unlikely to achieve anything more.
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London Borough of Tower Hamlets (24 009 337)
Statement Upheld Allocations 10-Apr-2025
Summary: The Council has already accepted fault in its handling of Mr X’s application to the housing register, as a result of which Mr X may have missed an offer of housing. During our investigation, the Council agreed to remedy this injustice by awarding Mr X extra priority. The Council was also at fault for poor communication and delays in complaint handling. To remedy the distress caused, the Council has agreed to apologise and make a payment to Mr X.
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Royal Borough of Kensington & Chelsea (24 009 755)
Statement Upheld Homelessness 10-Apr-2025
Summary: The Council’s failure to provide Miss X with suitable temporary accommodation after she experienced domestic abuse was fault. As a result, Miss X remains in unsuitable accommodation where she is at risk and which is negatively affecting her mental health. The Council has agreed to apologise, try to provide suitable accommodation, make payments to Miss X and act to improve its services.
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London Borough of Camden (24 009 776)
Statement Upheld Homelessness 10-Apr-2025
Summary: Mr and Mrs X complained about the Council’s handling of their homelessness application. We found the Council was at fault for issuing a decision letter which was unclear. This caused frustration to Mr and Mrs X for which the Council has already apologised. The Council has agreed to a service improvement to prevent further fault.
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Manchester City Council (24 010 628)
Statement Not upheld Refuse and recycling 10-Apr-2025
Summary: Ms X complained the Council has refused to collect bulky waste items from the car park of a sheltered housing complex of which she is a manager. We find no fault in the Council’s decision making.
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Statement Upheld Special educational needs 10-Apr-2025
Summary: Mrs X complained about the Council’s failure to secure educational provision in her child’s Education, Health and Care Plan. Mrs X said not receiving that necessary support badly affected her child’s education and wellbeing and caused distress. We found there was avoidable delay by the Council in securing provision in the Plan. In recognition of the resulting avoidable distress and time and trouble, the Council agreed to secure the educational provision and both apologise to Mrs X and make a symbolic payment of £1,000.
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Essex County Council (24 011 501)
Statement Not upheld Special educational needs 10-Apr-2025
Summary: Mrs X complained about the Council’s refusal to pay her child, Y’s, Education, Health and Care (EHC) Plan personal budget to her direct, in advance. She says the Council insisted on using its own system which limited her choice of tutors and meant they had to be paid in arrears. The Council was not at fault. It was entitled to use its own system and exercised its discretion to set up alternative payments for Y’s tuition. There is no evidence Y’s choice of tutor has been limited.
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London Borough of Hackney (23 019 764)
Statement Closed after initial enquiries Other 10-Apr-2025
Summary: We will not investigate Mr X’s complaint about the Council seizing his car on two occasions. The complaint is late and there is no evidence to suggest that Mr X could not have complained to us sooner.
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Stoke-on-Trent City Council (24 004 570)
Statement Upheld Charging 10-Apr-2025
Summary: Mrs X complained that the Council failed to undertake a proper financial assessment of her husband’s assets and as a result of the ensuing distress she had to take long-term sick leave. The evidence available shows the Council considered the relevant information proportionately, although there was an initial fault in the safeguarding enquiry which was remedied by an apology.