Decision search
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Southampton City Council (25 014 934)
Statement Closed after initial enquiries Other 16-Dec-2025
Summary: We will not investigate this complaint about the Council’s decision to implement its unreasonable and vexatious complainants policy. Mr X’s complaint has been made late and there is no good reason to consider it now. The issues raised also relate to court proceedings, which are outside the Ombudsman’s remit.
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City of Wolverhampton Council (25 010 525)
Statement Closed after initial enquiries Council house sales and leaseholders 16-Dec-2025
Summary: We will not investigate Miss X’s complaint the Council wrongly cancelled her ‘right to buy’ claim. It is reasonable to expect Miss X to take the Council to court.
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London Borough of Enfield (24 012 457)
Statement Closed after initial enquiries Antisocial behaviour 15-Dec-2025
Summary: We will not investigate Mr X’s complaint the Council failed to take enforcement action against his neighbour for fly tipping. There is not enough evidence of fault to justify our involvement.
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London Borough of Lambeth (24 016 731)
Statement Closed after initial enquiries Disabled children 15-Dec-2025
Summary: We will not investigate Mr F’s complaint because the Council agreed to appoint an independent investigator and consider his complaint at the second stage of the statutory children’s complaints process. The reason Mr F’s complaint has not progressed is because Mr F refused the Council’s offer, not because of anything the Council has done.
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London Borough of Islington (24 018 049)
Statement Upheld Homelessness 15-Dec-2025
Summary: We will not investigate this complaint about delays in the Council making a decision on Mr X’s homelessness application. The Council agreed to resolve the complaint early by remedying Mr X’s injustice. Additionally, we will not investigate Mr X’s complaint about the suitability of his temporary accommodation because he has a statutory right to request a suitability review of the accommodation and it is reasonable to expect him to use it.
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London Borough of Brent (24 021 623)
Statement Upheld Charging 15-Dec-2025
Summary: Mr X complained the Council has charged Mrs Y for more care hours than she received each week. He also complained that the care provider did not provide the agreed level of support. We found the errors and lack of clarity in the way the Council billed Mrs Y is fault. As was the failure to ensure Mrs Y consistently received the agreed level of care. These faults have caused Mrs Y and Mr X an injustice. Mrs Y did not receive the care she needed and had paid for. The Council will apologise and make payments to Mrs Y and Mr X. It will also review Mrs X’s care charges and its monitoring arrangements.
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Essex County Council (24 022 753)
Statement Upheld Charging 15-Dec-2025
Summary: Miss X complained on behalf of her late mother, Mrs Y, about the Council’s handling of care charges while Mrs Y was in residential care. Miss X complains the Council failed to provide information about care charges in a timely manner and invoiced Mrs Y for increased care charges without prior discussion. Miss X says the Council’s actions caused significant avoidable distress. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy and make service improvements.
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Essex County Council (24 023 221)
Statement Upheld Charging 15-Dec-2025
Summary: Miss X complained the Council failed to provide full information regarding Mrs Y’s care home fees or to explain that Mrs Y would be responsible for the cost of 1 to 1 care in addition to the standard care home charges. We found the Council’s failure properly explain how much Mrs Y would be charged for her care, or for what period of time is fault. The Council’s failure to identify a suitable nursing home for Mrs Y is also fault. These faults meant Miss X received an unexpected substantial bill for Mrs Y’s care which caused Mrs Y’s family shock and distress. The Council will apologise and make a symbolic payment to Mrs Y’s family.
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Newcastle upon Tyne City Council (24 023 457)
Statement Not upheld Assessment and care plan 15-Dec-2025
Summary: Mrs X complained the Council wrongly refused to put in place 24-hour live at home care, failed to consider her wishes about staying at home, imposed agency care every fourth week and failed to consider employment law when allowing Ms Y to provide 24-hour care. There is no evidence of fault by the Council.
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Surrey County Council (25 000 703)
Statement Upheld Assessment and care plan 15-Dec-2025
Summary: The Council was at fault for failing to update Mr S’s care plan to include provision after his day placement ended in August 2024. This meant he missed out on provision to meet his eligible care needs. This also caused his mother, Ms X, distress, as she became his fulltime carer with no respite. The Council agreed to apologise and make payments to Mr S and Ms X to acknowledge the distress caused and the lack of provision. It also agreed to report back to us on steps it will take to prevent similar issues from happening in future.