Decision search
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Worthing Borough Council (24 009 140)
Statement Upheld Leisure and culture 09-Apr-2025
Summary: Mrs X complained that the Council has failed to fix the leisure centre doors which do not always open automatically for her as a wheelchair user when using the push pad. There was no fault in the Council’s attempts to fix the door. However, the Council does not have an adequate plan in place for how disabled people can access the leisure centre when the doors break. This has resulted in Mrs X having to wait outside on various occasions for a staff member to let her in which has caused distress and frustration. The Council agreed to apologise, make a symbolic payment and review its Equality Impact Assessment (EIA).
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Dudley Metropolitan Borough Council (24 009 881)
Statement Upheld Special educational needs 09-Apr-2025
Summary: Mrs X complained the Council always pays a direct payment, set out in her son, Y’s, Education, Health and Care (EHC) Plan, late. Mrs X said this places additional financial pressure on her, as well as causing her frustration and distress. There was fault in the way the Council delayed making payments and did not clearly explain what the payment was for. This frustrated Mrs X and impacted her financially. The Council should apologise, make a financial payment and provide training for its staff.
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Merseyside Fire & Rescue Service (24 010 278)
Statement Closed after initial enquiries Other 09-Apr-2025
Summary: We will not investigate this complaint about Merseyside Fire and Rescue Service’s involvement in a fire risk assessment. The Service is not responsible for some of the actions Mr X complains about. There is not enough evidence of fault in the Service’s actions to justify investigation.
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Buckinghamshire Council (24 010 348)
Statement Upheld Special educational needs 09-Apr-2025
Summary: Ms X complained the Council did not provide an appropriate remedy when it accepted it delayed completing an annual review of her son, Y’s, Education Health and Care (EHC) Plan and failed to provide his educational provision for one academic year. The Council did not provide an appropriate remedy for the year of education and special educational provision Y did not receive. The Council will pay Ms X £2,450 to recognise the injustice caused to Y.
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Statement Upheld Special educational needs 09-Apr-2025
Summary: Mrs X complained that since 2021, the Council has not updated her child Y’s Education, Health and Care Plan or provided Y with an education. We find the Council at fault, resulting in a loss of education for Y. This has impacted Y’s mental health and caused Mrs X avoidable distress and uncertainty. The Council has agreed to apologise, make a payment to Mrs X, and issue a final amended Education, Health and Care Plan.
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Sandwell Metropolitan Borough Council (24 011 606)
Statement Not upheld Council tax 09-Apr-2025
Summary: Mrs complained that she was unaware of a Council Tax debt. There is no fault by the Council. Mrs X looked at the wrong account online which showed there was no debt. But, the Council had sent invoices and liability orders to the addresses it had on file.
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Three Rivers District Council (24 012 811)
Statement Upheld Allocations 09-Apr-2025
Summary: Ms D complained the Council placed her in the wrong medical priority housing band. Based on current evidence I have found fault by the Council including a failure to clearly document its decision making process. I have not found an unremedied injustice to Ms D. I asked the Council to consider improving its record keeping as a service improvement and it has introduced a new decision form for assessments.
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North Northamptonshire Council (23 020 479)
Statement Upheld Allocations 09-Apr-2025
Summary: Mr and Mrs X complain the Council failed to meet its duties to them when they asked to be moved because of risk of harm and it assigned them the wrong housing band. We found there was fault in how the Council handled Mr and Mrs X’s homelessness application which caused them frustration and uncertainty. The Council should apologise to Mr and Mrs X and issue reminders to its staff.
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Statement Upheld Other 09-Apr-2025
Summary: We have upheld this complaint because the Council failed to progress a complaint to stage two of the children’s statutory complaints procedure. The Council has now agreed to resolve the complaint by progressing the complaint to stage two and completing its investigation without further delay. It will also apologise and offer to make a payment to the complainant to remedy the time and trouble he has been to.
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Dudley Metropolitan Borough Council (24 006 783)
Statement Upheld Friends and family carers 09-Apr-2025
Summary: Mr and Mrs X complained about the Council’s action since placing their grandson in their care in August 2022. They complain the Council has failed to provide appropriate financial and practical support to assist them in caring for their grandson. We found the Council’s failure follow proper procedure when it placed their grandson in Mr and Mrs X’s care is fault. As was the failure to provide clear information, explanations and support, including financial support. These faults have affected Mr and Mrs X’s health and wellbeing and caused them significant financial difficulties. The Council has agreed to apologise and make a payment to Mr and Mrs X and carry out the stage two report and stage three panel recommendations to address these faults.