Decision search
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Advinia Health Care Ltd (23 015 187)
Statement Upheld Charging 19-Aug-2024
Summary: Miss X, a solicitor, complained that Advinia Care Home Limited added extra fees to Mrs Y’s invoice and failed to make a full refund. The Care Provider was at fault for not explaining the care fees properly. We also found fault with the way the Care Provider dealt with the refund and inadequate complaint handling. This was detrimental to Mrs Y’s estate and caused distress to Mr Z. The Care Provider has already apologised for this and reviewed its processes for extra care charges. However, we recommend it also makes a payment to recognise the distress to Mr Z.
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Central Bedfordshire Council (23 015 668)
Statement Upheld Private housing 19-Aug-2024
Summary: Mrs C complained about the way the Council handled her claim for compensation for defects and damage caused to her property by contractors who received a Home Improvement loan to renew her roof. We have upheld one part of her complaint and found fault by the Council in the way it responded to Mrs X’s concerns about the contractor’s standard of work and her compensation claim, causing injustice. The Council has agreed to remedy the injustice by; apologising and making a payment to reflect the distress caused; arranging for a surveyor to inspect the roof and meeting the cost of any work identified by the surveyor; and making a service improvement.
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Rutland County Council (24 004 168)
Statement Closed after initial enquiries Drainage 19-Aug-2024
Summary: We will not investigate this complaint about the Council’s failure to manage surface water run off where she lives. The Council has cleared and jetted the relevant drains/gullies and has commissioned a report in accordance with its duties under section 19 of the Flood and Water Management Act. The report will be published once complete. We do not consider an investigation will lead to a worthwhile outcome.
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London Borough of Hammersmith & Fulham (24 004 289)
Statement Closed after initial enquiries Allocations 19-Aug-2024
Summary: We will not investigate this complaint about the way the Council has handled the complainant’s housing application. This is because there is insufficient evidence of fault by the Council.
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Durham County Council (24 004 686)
Statement Closed after initial enquiries Looked after children 19-Aug-2024
Summary: We will not investigate this complaint about the Council’s response to the complainant’s concerns about her children’s welfare. This is because there is no evidence of fault on the Council’s part, and investigation would not lead to the outcome the complainant wants.
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Wirral Metropolitan Borough Council (24 004 743)
Statement Closed after initial enquiries Charging 19-Aug-2024
Summary: We will not investigate Mrs X’s complaint about care charges sought by the Council from the late Mrs Y’s estate, nor its handling of and responses to her complaint. The charging complaint is late and there are no good reasons for us to investigate it now. We do not investigate councils’ complaint-handling where we are not investigating the core issue which gave rise to the complaint.
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Rotherham Metropolitan Borough Council (24 004 925)
Statement Closed after initial enquiries Allocations 19-Aug-2024
Summary: We will not investigate Mr X’s complaint that the Council wrongly suspended his housing account for six months and that it has refused to backdate his housing application to 2019. Part of the complaint is late and there is insufficient evidence of fault in its recent actions to warrant an investigation.
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Sandwell Metropolitan Borough Council (24 005 006)
Statement Closed after initial enquiries Commercial and contracts 19-Aug-2024
Summary: We will not investigate this complaint about how the Council set annual rent for a carpark. There is not enough evidence of fault in how the Council made its decision to justify our involvement.
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London Borough of Lewisham (24 005 158)
Statement Closed after initial enquiries Special educational needs 19-Aug-2024
Summary: We will not investigate Miss X’s complaint about the failure to provide Y with an education as we are unlikely to find fault. And it is reasonable to expect Miss X to have appealed the Council’s decision not to assess Y for an Education Health and Care Plan.
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London Borough of Haringey (24 005 175)
Statement Upheld Parking and other penalties 19-Aug-2024
Summary: We will not investigate Mr X’s complaint about two penalty charge notices issued by the Council. This is because the Council has cancelled the penalty charge notices and it would have been reasonable for Mr X to appeal against them to London Tribunals.