Decision search
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Broxbourne Borough Council (25 011 586)
Statement Closed after initial enquiries Enforcement 18-Dec-2025
Summary: We will not investigate this complaint about the Council’s decision not to take enforcement action against a breach of planning control. We consider further investigation would not lead to a different outcome. Also, it is not an effective use of our resources to look at complaints about the complaint process where we are not considering the substantive matter.
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Cheltenham Borough Council (25 010 937)
Statement Closed after initial enquiries Planning applications 18-Dec-2025
Summary: We will not investigate this complaint about the way the Council considered a planning application. There is not enough evidence of fault to justify an investigation. Also we do not consider that any failure in the complaints procedure alone causes Mr X a significant personal injustice which warrant an investigation into this point.
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London Borough of Hammersmith & Fulham (24 006 242)
Statement Not upheld Safeguarding 18-Dec-2025
Summary: We found no fault with the care provided to Miss Y by London Borough of Hammersmith and Fulham, West London NHS Trust and North West London Integrated Care Board.
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West London NHS Trust Headquarters (24 006 242a)
Statement Not upheld Mental health services 18-Dec-2025
Summary: We found no fault with the care provided to Miss Y by London Borough of Hammersmith and Fulham, West London NHS Trust and North West London Integrated Care Board.
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Knowsley Metropolitan Borough Council (23 013 452)
Statement Upheld Safeguarding 17-Dec-2025
Summary: Mr X’s main complaint is that the Council failed to properly assess his needs in July 2023 and then failed to respond to his complaint about the assessment. We find that the Council did not follow the correct process as it failed to send a copy of Mr X’s assessment to him and then deleted the assessment. The Council also did not respond to Mr X's complaint about the assessment. However, the Council’s offer of a re-assessment soon after Mr X complained, has mitigated a lot of the injustice Mr X suffered because of the fault.
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Statement Upheld Special educational needs 17-Dec-2025
Summary: The Council investigated Mrs X’s complaint about its decision to not provide an assistance dog for her child Y under the statutory children’s complaints procedure without fault. The Council has already apologised and offered an appropriate symbolic payment to remedy the injustice caused by the faults it found. However, it failed to respond to a new complaint Mrs X raised during the statutory procedure which caused her distress. It agreed to make an additional payment to Mrs X and respond to the complaint without further delay.
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London Borough of Wandsworth (24 016 588)
Statement Upheld Homelessness 17-Dec-2025
Summary: Miss X complained the Council placed her in unsuitable emergency accommodation, delayed moving her from that accommodation, allowed the landlord to enter the accommodation without notification and moved her to another property which was unsuitable as it was unfurnished. The Council delayed addressing the issues with the suitability of the first accommodation, delayed moving Miss X to new accommodation and failed to consider the suitability of a male entering Miss X’s accommodation when she had fled domestic abuse. There is no fault in the remainder of the complaint. Miss X has suffered distress. An apology, payment to Miss X and guidance to officers is satisfactory remedy.
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West Sussex County Council (24 019 429)
Statement Upheld Special educational needs 17-Dec-2025
Summary: Mrs X complained the Council failed to deliver extra tuition to her child, B. The Council was at fault. It failed to organise provision for B in a timely manner. The Council apologised to Mrs X and made service improvements. It has now agreed to make a symbolic payment to Mrs X, to recognise the distress caused.
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London Borough of Islington (24 021 117)
Statement Closed after initial enquiries Housing benefit and council tax benefit 17-Dec-2025
Summary: We will not investigate Miss X’s complaint about the Council not arranging a housing transfer to smaller accommodation over several years, and its decision not to provide a discretionary housing payment (DHP). This is because we cannot investigate the Council’s actions as landlord, parts of the complaint are late without good reason, and there is not enough evidence of fault in the Council’s most recent decision making to warrant us investigating.
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Cambridgeshire County Council (24 021 792)
Statement Upheld Residential care 17-Dec-2025
Summary: The Council’s commissioned care provider failed to provide a good standard of care for the late Mrs X, failed to keep proper records in accordance with the regulations and did not provide her nutrition in accordance with the hospital discharge instructions. The Council agrees to recognise the considerable distress caused to Ms B and her family by the care provider’s failings.