Decision search
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Sunderland City Council (25 019 756)
Statement Closed after initial enquiries Other 14-Dec-2025
Summary: We will not investigate this complaint about the Council’s actions in response to a complaint relating to the welfare of a child. This is because we cannot regard the complainant as a suitable representative for the child in the matters about which she has complained.
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West Northamptonshire Council (25 001 648)
Statement Upheld Special educational needs 13-Dec-2025
Summary: Miss X complained the Council failed to complete a review of Y’s Education, Health and Care Plan in line with statutory time limits and failed to arrange alternative provision while he was out of school. The Council was at fault causing uncertainty and frustration, and meaning Y missed out on educational provision he was entitled to. The Council has agreed to apologise and make a payment to reflect the injustice.
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Rockley Dene Homes Ltd (24 008 384)
Statement Upheld Charging 12-Dec-2025
Summary: Mr X complained that a care provider was not fair and transparent when it increased charges each year. The terms and conditions in the contract provided by the Care Provider were not transparent which caused injustice as the annual increases were not clear. Mr X’s mother did not pay above the standard annual increase so there was no financial injustice. The Care Provider has amended the terms and conditions to remedy the injustice.
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Oxfordshire County Council (24 010 239)
Statement Upheld Assessment and care plan 12-Dec-2025
Summary: Mr X and Ms Y complained about the Council’s handling and decisions around their adult child’s (Z) care and support, care placement, and mental capacity. We found no fault in the process the Council followed to reach its decisions on the substantial matters complained about. It therefore reached decisions it was entitled to make. There was some fault relating to a review meeting and delayed complaints handling. The Council will apologise to acknowledge the impact this had on Mr X and Ms Y.
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London Borough of Lambeth (24 012 587)
Statement Upheld Other 12-Dec-2025
Summary: Ms X complained the Council repeatedly failed to adhere to agreed reasonable adjustments in the way it communicates with her. The Council was at fault for failing to make reasonable adjustments. This caused Ms X avoidable and aggravated frustration and distress. She was also put to time and effort complaining again. The Council agreed to apologise and provide a financial remedy for the injustice.
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Surrey County Council (24 014 302)
Statement Upheld Alternative provision 12-Dec-2025
Summary: Ms X complained the Council failed to put in place suitable alternative provision after her child stopped attending school. The Council failed to demonstrate that it kept its duty to arrange alternative education provision under review for a period of seven months. This caused Ms X avoidable frustration and uncertainty and to recognise this, the Council has agreed to apologise and pay Ms X £300. For the rest of the period Ms X complained of, the Council kept this duty under review as we would expect and was not at fault.
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London Borough of Croydon (24 014 650)
Statement Upheld Refuse and recycling 12-Dec-2025
Summary: Mr B complained the Council has repeatedly failed to collect his waste on the scheduled days. He also complained about the Council’s complaint-handling. The Council was at fault for the repeated failure to collect Mr B’s waste on the scheduled days and keep a record of its monitoring of Mr B’s waste collections. It was also at fault for its poor complaint-handling. Because of the fault, Mr B suffered frustration and uncertainty, and it meant he continued to contact the Council to report the missed collections. The Council has agreed to make a symbolic payment, issue staff briefings, and send us evidence of an investigation it says it is carrying out.
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London Borough of Newham (24 019 552)
Statement Upheld Safeguarding 12-Dec-2025
Summary: Mr X complained the Council failed to act on or address threatening and anti-social behaviour from a neighbour who receives support from the Council’s Adult Social Care service. The Council was at fault for failing to consider using its anti-social behaviour powers, and for failing to properly record how it reached some of its decisions. The Council will apologise to Mr X for the avoidable frustration its fault caused, and remind staff about correct procedures.
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Wokingham Borough Council (24 020 284)
Statement Not upheld Allocations 12-Dec-2025
Summary: We have found no fault with how the Council handled Miss X’s homelessness and housing register applications. The Council acted in line with relevant law and guidance.
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Buckinghamshire Council (24 020 769)
Statement Upheld Special educational needs 12-Dec-2025
Summary: Dr X complained the Council delayed finalising her daughter’s Education, Health and Care plan and failed to ensure suitable education was provided during this period. We have found the Council was at fault. It caused a delay of thirteen months. This likely meant Dr X’s daughter missed out on the education and support she needed. The Council has agreed to take action to address the injustice.