Decision search
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London Borough of Ealing (25 007 214)
Statement Closed after initial enquiries Parking and other penalties 22-Sep-2025
Summary: We will not investigate Mr X’s complaint about a Penalty Charge Notice (PCN). There is not enough evidence of fault in the Council’s handling to justify our involvement. It would also be reasonable for Mr X to use his right of appeal.
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London Borough of Lewisham (25 007 227)
Statement Closed after initial enquiries Parking and other penalties 21-Sep-2025
Summary: We will not investigate this complaint about the Council’s actions relating to a penalty charge notice. This is because the Council was following the statutory procedure after a non-payment of fine and it is unlikely we would find fault. Additionally, Mrs X has now paid her notice and there is no worthwhile outcome achievable.
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London Borough of Hackney (24 018 714)
Statement Upheld Direct payments 21-Sep-2025
Summary: The Council failed to meet some of Miss X’s eligible care needs, causing Miss X distress and frustration. The Council also delayed carrying out a review of Miss X’s needs, causing Miss X’s sister, Ms Y, uncertainty and frustration. The Council was entitled to suspend Miss X’s direct payments but has since failed to resolve the issues which led to the suspension. The Council should apologise to Miss X and Ms Y, make a payment to Miss X, and decide how it will meet her needs following a mental capacity assessment.
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London Borough of Newham (24 018 863)
Statement Upheld Homelessness 21-Sep-2025
Summary: Mr X complains the Council failed to provide him with interim accommodation when he made a second homelessness application in July 2024. The Council was at fault for ending interim accommodation too early after Mr X made a homelessness application in July 2024. It also delayed in completing his review request. This left Mr X homeless and caused avoidable distress and uncertainty. The Council will apologise, make a financial payment, and remind staff of the correct legal duties.
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Surrey County Council (24 019 139)
Statement Upheld Alternative provision 21-Sep-2025
Summary: The Council failed to consult sufficient school placements for Ms X’s child, Y, when they stopped attending school. The Council also failed to properly consider whether the alternative provision it offered Y was reasonably accessible to them and failed to ensure Y received key therapies in their Education, Health and Care Plan. The Council’s faults have caused Y and Ms X uncertainty and caused Y to avoidably miss out on special educational provision for eleven months. The Council has paid Ms X £3,250 to recognise the injustice caused by these faults. We have also recommended that the Council make service improvements.
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Teignbridge District Council (24 020 107)
Statement Not upheld Other 21-Sep-2025
Summary: Ms F complained the Council misinformed her about her father’s Community Infrastructure Levy relief application and failed to properly communicate and apply her requested reasonable adjustments. She said as a result she experienced unnecessary distress and had financial costs. We found no fault by the Council. It reached decisions in line with the relevant regulations and had regard to her reasonable adjustments when it became aware of her request.
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Norfolk County Council (24 020 292)
Statement Upheld Charging 21-Sep-2025
Summary: Mr X complained the Council provided incorrect and misleading information about funding his mother’s residential care. We found the Council at fault because of poor communication and delay which caused avoidable distress, frustration and uncertainty. The Council has agreed to apologise and make a symbolic payment to Mr X and take action to improve its service.
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Worcestershire County Council (24 020 635)
Statement Upheld Charging 21-Sep-2025
Summary: Mrs B complained on behalf of her father, Mr C that the Council had failed to make reasonable adjustments to ensure Mr C could read and understand financial information about his care costs, despite knowing he had a visual impairment. We found fault in the Council’s actions which meant Mr C did not understand he had to pay his care costs allowing a large debt to build up over nearly two years. This caused Mr C uncertainty and distress and Mrs B distress on receiving the invoice. The Council has agreed to apologise to Mrs B and Mr C, make symbolic payments to them both and improve its procedures for the future.
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Surrey County Council (24 021 602)
Statement Not upheld Child protection 21-Sep-2025
Summary: Ms X complained about the Council’s handling of a safeguarding investigation following the death of her baby. She said it failed to include critical medical evidence in its safeguarding report. The Council was not at fault. It carried out the safeguarding enquiry in line with relevant law and policy.
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Hampshire County Council (24 002 186)
Statement Upheld Alternative provision 21-Sep-2025
Summary: The Council was at fault. It provided Mrs X’s child ,Y, with intermittent alternative provision and did not provide all the special educational provision to which they were entitled. Y’s father, Mr X was caused frustration supporting Y. The Council will apologise and pay £1,250 to Mrs X to acknowledge Y’s missed education and provision and make a symbolic payment of £300 to Mr X. The Council has already put in place actions to improve its service.