Decision search
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Cheshire West & Chester Council (23 021 349)
Statement Not upheld Planning applications 14-Oct-2024
Summary: Mr X said the Council failed to properly consider differing ground levels in granting planning permission for development near his home. We found no fault in how the Council both reached its decision to grant planning permission and investigated Mr X’s reports of breaches of planning control on the development site.
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City of Wolverhampton Council (23 021 448)
Statement Upheld Special educational needs 14-Oct-2024
Summary: Mrs X complained the Council delayed issuing her son (Y’s) amended Education Health and Care (EHC) Plan within timescales following an annual review in March 2023. The Council was at fault because it failed to issue an amended EHC Plan until September 2024. This has caused distress and uncertainty about her son’s education and has delayed her right of appeal to the SEND tribunal. The Council should make payments to recognise this.
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Hampshire County Council (23 017 135)
Statement Upheld Charging 14-Oct-2024
Summary: There was fault as there was a delay in the financial assessment and the Council delayed informing Mr and Mrs B what Mr B’s financial contribution to the care package cost would be. The Council also failed to send Mr and Mrs B a copy of the assessment and care plan. The Council has already reduced its invoice so the financial injustice has been addressed. The Council has also agreed to apologise and to carry out a service improvement.
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Uttlesford District Council (24 000 151)
Statement Upheld Refuse and recycling 14-Oct-2024
Summary: Mr X complained that between March 2023 and February 2024 the Council mismanaged its waste collection service resulting in many missed bin collections from his property. The Council accepts its service fell below expected standards during this period but has now provided additional resources and the service is operating as expected. A suitable remedy is agreed.
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Horizon Senior Living Ltd (24 000 479)
Statement Upheld Residential care 14-Oct-2024
Summary: Mr X complained the care provider failed to refund care home fees, paid in advance, after it refused to allow his late relative Mrs Y to return to the care home. The care provider was at fault causing injustice. Its contract terms and conditions were not in line with the Competition and Markets Authority guidelines as it failed to address what would happen to fees if a resident’s needs changed. This meant it charged Mrs Y for a room she was not able to use. To remedy the injustice the care provider has agreed to refund the fees paid by Mrs Y for January 2024 and amend its contract.
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Mansfield District Council (24 000 931)
Statement Not upheld Licensing 14-Oct-2024
Summary: Mr X complained about how the Council investigated an allegation made against him and how it handled his complaint. Mr X says this has caused him distress. The Council acted appropriately and is not at fault.
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Southampton City Council (24 001 037)
Statement Upheld Other 14-Oct-2024
Summary: There was fault in the Council’s actions as the Council failed to take all the appropriate action when an emergency call was made and did not let Mrs C know that it had called an ambulance for her mother. The Council has agreed to apologise, pay a financial remedy and carry out a service improvement.
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Burnley Borough Council (24 003 164)
Statement Upheld Council tax 14-Oct-2024
Summary: Mrs X complains the Council wrongly set up a Council Tax account in her name, and instructed enforcement agents to collect the debt. We have concluded our investigation having made a finding of fault by the Council. The Council failed to recall the debt from the Enforcement Agent, resulting in the agent continuing to pursue the debt from Mrs X. The Council and Enforcement Agent has made a remedy payment to Mrs X and we consider this proportionate in the circumstances. The Council has agreed to our recommendations.
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Wirral Metropolitan Borough Council (24 003 381)
Statement Upheld Assessment and care plan 14-Oct-2024
Summary: Mr X complained about the Council’s delay completing his Occupational Therapy assessment, and its poor communication. We find the Council at fault, which delayed Mr X receiving minor adaptations. The Council has agreed to apologise and make a payment to Mr X.
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Statement Upheld Special educational needs 14-Oct-2024
Summary: The Council significantly delayed in its complaint handling but has now taken action to improve its services. The Council was not at fault for failing to secure the provision in Mr Z’s EHC Plan but it failed to review Mr Z’s EHC Plan when it should have. This caused uncertainty to Mr Z and Ms X. In recognition of the injustice caused by the faults in this case, the Council should apologise, pay £500 and take action to improve its services.