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Worcestershire County Council (23 020 038)
Statement Upheld Special educational needs 19-Aug-2024
Summary: The Council was at fault because it did not arrange alternative educational provision for a child who was not attending school. It has already offered an adequate remedy for this, with the exception that it should also have offered to reimburse the complainant for a report she obtained privately. The Council has now agreed to do this. We have not investigated a complaint about the Council’s decision not to issue an education, health and care plan, because it carried a right of appeal to tribunal.
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London Borough of Southwark (23 020 129)
Statement Upheld Allocations 19-Aug-2024
Summary: Miss X complained the Council failed to properly consider her circumstances when refusing her application to join the housing register. This caused her distress as she is isolated from her family and unable to return to the area where she grew up. There is no fault by the Council in refusing to add Miss X to the housing register but it should have done more to signpost her to other housing advice including to make a homeless application. A suitable remedy is agreed.
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Swindon Borough Council (23 020 655)
Statement Upheld Refuse and recycling 19-Aug-2024
Summary: Miss X complained the Council failed to complete her assisted waste collection. The Council was at fault, which caused Miss X frustration and distress. The Council has agreed to apologise to Miss X, carry out monitoring of future collections, and formally record the details of Miss X’s collection.
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Plymouth City Council (24 000 538)
Statement Upheld Special educational needs 19-Aug-2024
Summary: There was a four-month delay by the Council in dealing with Ms X’s request for an Education Health and Care Needs Assessment. Communication and complaint handling were also poor. This caused avoidable distress and a delay in appeal rights. The Council will apologise, make a symbolic payment of £150 and provide us with a report on how it has reduced waiting times.
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London Borough of Enfield (24 000 563)
Statement Closed after initial enquiries Enforcement 19-Aug-2024
Summary: We will not investigate this complaint about planning enforcement because there is no evidence of fault.
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London Borough of Lambeth (23 017 447)
Statement Upheld Allocations 19-Aug-2024
Summary: Mrs X complained that she was living in severely overcrowded conditions, which was causing distress to herself and her family. She wanted the Council to inspect her flat and increase her priority on the housing register. We found fault because there was a delay of a year in the Council completing the inspection. We have recommended the Council should apologise to Mrs X, make her a symbolic payment in recognition of her avoidable time and trouble in pursuing her complaint, and backdate the date of her entry to the highest priority band on the housing register.
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Buckinghamshire Council (23 017 188)
Statement Upheld Homelessness 19-Aug-2024
Summary: Mr B complained the Council failed to provide him with adequate support when he approached it for help with his homelessness. He adds the Council wrongly removed him from the housing register and it failed to put him in the correct priority banding under its housing allocations scheme. We find some fault with the Council as it has failed to demonstrate it properly considered Mr B’s bedroom need and therefore priority banding. The Council has agreed to our recommendations to address the injustice caused by fault.
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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.