Decision search
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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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Uttlesford District Council (24 020 431)
Statement Not upheld Enforcement 12-Dec-2025
Summary: Mr X complained about how the Council considered a planning application for a development near to his home and how it responded to his reports of a breach of planning permission. We do not find the Council at fault.
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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.
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London Borough of Croydon (24 023 184)
Statement Upheld Homelessness 12-Dec-2025
Summary: We found fault with the Council in how it handled Mr X’s homelessness and housing applications. This caused him uncertainty and hardship. The Council agreed to apologise and review his housing application to remedy the distress it caused.
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Statement Upheld Alternative provision 12-Dec-2025
Summary: We found fault with the Council for failing to keep Mrs X’s child’s access to education under suitable review from March 2025 to the end of the academic year. The Council agreed to reconsider its Section 19 duty to arrange alternative provision of education for Mrs X’s child considering up-to-date information, apologise to Mrs X and pay her £400 for her child’s potential lost opportunity and her uncertainty caused by the Council’s fault.
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Plymouth City Council (25 000 274)
Statement Upheld Special educational needs 12-Dec-2025
Summary: Mrs Y complains about delays in finalising and issuing her child’s Education, Health and Care Plan. She says her child missed important provision and the Council did not arrange any alternative provision during the period of delay. Some parts of the complaint are outside of our jurisdiction because Mrs Y appealed to the Tribunal. There are also matters which are closely connected with the appeal. For the parts of the complaint within our jurisdiction, the Council has agreed to make a symbolic payment of £600 and will share a copy of its service improvement plan.