Decision search
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Three Rivers District Council (25 006 191)
Statement Upheld Antisocial behaviour 26-Mar-2026
Summary: Ms X complained about the Council’s handling of long-standing anti-social behaviour concerns and about the Council’s handling of her housing application. Ms X also complained the Council did not have regard for her vulnerabilities. We have found the Council at fault for failing to consider acting earlier than it did at key points, and for some delays in completing reviews. We have also found the Council at fault for some of its communication. These faults caused avoidable uncertainty and distress for Ms X. We have not found fault with the conduct of the ASB case review in 2025. We cannot therefore question the outcome. The Council has agreed to apologise to Ms X, correct inaccurate information provided to other agencies, and pay Ms X a financial remedy to recognise the uncertainty caused.
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London Borough of Lambeth (25 006 512)
Statement Closed after initial enquiries Homelessness 26-Mar-2026
Summary: We will not investigate this complaint about the Council’s assessment of a homelessness application. It was reasonable for Miss X to provide the documents the Council required and to ask for a review when the Council issued a non-priority homeless decision.
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North Yorkshire Council (25 007 027)
Statement Upheld Charging 26-Mar-2026
Summary: Mr X complained the Council did not tell the family in advance that Mrs Y’s care and support would be chargeable from day one after she was discharged from hospital. This affected Mrs Y financially and caused distress. The Council was at fault for failing to follow its procedures on reablement support, and failing to provide proper advice to Mrs Y and her family. The Council agreed to reimburse Mrs Y’s care fees and provide a symbolic financial remedy for Mr X’s time and trouble.
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Portsmouth City Council (25 007 196)
Statement Upheld Friends and family carers 26-Mar-2026
Summary: Mrs X complained about the way the Council dealt with special guardianship financial support. The Council was at fault for failing to hold annual reviews which caused Mrs X uncertainty. The Council has agreed to apologise for this.
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North Northamptonshire Council (25 007 318)
Statement Upheld Special educational needs 26-Mar-2026
Summary: The Council has accepted it is at fault for delay organising mediation, providing the wrong details in the consultation, and poor communication in the Education, Health and Care (EHC) planning process. It has apologised for this. The Council is also at fault for delay issuing a decision and updated EHC Plan following an annual review. I have asked the Council to apologise and make a financial payment to remedy the distress caused. I have not investigated matters which Ms X has appealed to the Tribunal.
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Norfolk County Council (25 007 368)
Statement Upheld Charging 26-Mar-2026
Summary: Mr X complained the Council did not contact him about outstanding care charges until four months after Ms Y’s death. He said it is unfair for the Council to pursue him for the charges when the Council was at fault for the delay. The Council was at fault for delays contacting Mr X about Ms Y’s outstanding care charges. However, I found Ms Y’s estate is not yet settled, so Mr X should use the remaining assets to fund the debt. In recognition of its delays, the Council agreed to waive any outstanding debt that may remain once Ms Y’s estate is fully settled.
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London Borough of Hounslow (25 008 136)
Statement Closed after initial enquiries Refuse and recycling 26-Mar-2026
Summary: We will not investigate this complaint about the Council’s refuse service. This is because further investigation would not lead to a different outcome.
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West Northamptonshire Council (25 008 166)
Statement Upheld Special educational needs 26-Mar-2026
Summary: Mrs X complained about delays in completing an Education, Health and Care needs assessment for Y and a lack of alternative provision while he was out of school. We find the Council at fault for delay and for not putting alternative provision in place for Y, causing frustration and uncertainty and meaning he missed out on education he was entitled to. The Council has agreed to apologise and make a payment to recognise the injustice caused.
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Staffordshire County Council (25 009 097)
Statement Upheld Special educational needs 26-Mar-2026
Summary: Miss X complained the Council did not provide the education detailed in her child’s Education Health and Care Plan. Miss X says this impacted her child’s education and emotional wellbeing and caused her unnecessary distress. We find the Council at fault which caused injustice. The Council has agreed to apologise and make a payment to Miss X to remedy the injustice.
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London Borough of Merton (25 009 168)
Statement Closed after initial enquiries Disabled facilities grants 26-Mar-2026
Summary: Ms X complains about the Council’s handling of the installation of a shower room at her property and the subsequent remedial repairs required. We would not investigate Ms X’s complaint. This is because the complaint is late and there are no good reasons why she did not complain sooner.