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Royal Borough of Kensington & Chelsea (23 019 616)
Statement Upheld Special educational needs 30-Sep-2024
Summary: There was fault by the Council in failing to review and amend an Education, Health and Care (EHC) Plan in time for a transition between post-16 placements, so Mr Y had no setting to attend for the 2023/24 academic year. As a result, Mr Y missed out on education in his EHC Plan, and the family was caused unnecessary distress. The Council will apologise, reimburse the family, make a symbolic payment and service improvements. The complaint is upheld.
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South Derbyshire District Council (23 019 648)
Statement Upheld Disabled facilities grants 30-Sep-2024
Summary: Ms X complained about delays and poor-quality workmanship of a wet room she had installed under a Disabled Facilities Grant. The Council was at fault. Its contractor took too long installing the wet room and poor quality of works has led to ongoing problems and snags. The Council agreed to make a payment to Ms X to acknowledge the distress and inconvenience caused. It has also agreed to commission an independent survey of the wet room to identify and resolve any ongoing issues caused by the initial contractor’s works.
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London Borough of Ealing (23 019 673)
Statement Closed after initial enquiries Homelessness 30-Sep-2024
Summary: We will not investigate this complaint about the Council’s assessment of a homelessness application. There is insufficient evidence of fault which would warrant an investigation.
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London Borough of Haringey (23 019 801)
Statement Upheld Private housing 30-Sep-2024
Summary: Mx X complains the Council failed to take appropriate action about housing repairs they reported and an officer acted inappropriately at an inspection visit. We found the Council’s decision about what action to take was one it was entitled to. We did not investigate the conduct of the meeting concerned, but we found some delay in following up repairs which could have prevented an earlier resolution to the key issues. We recommended an apology and a modest payment as a result.
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London Borough of Redbridge (23 020 220)
Statement Upheld Homelessness 30-Sep-2024
Summary: There was fault by the Council. There were delays in arranging repairs to ensure that Temporary Accommodation was suitable. Apologising, making a symbolic payment and ensuring that any outstanding repairs are carried out remedies the injustice caused.
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Newcastle upon Tyne City Council (23 020 266)
Statement Not upheld Cemeteries and crematoria 30-Sep-2024
Summary: Mr X complains the Council disproportionately levelled over 1300 grave memorials without sufficient risk assessment and notice to relatives, causing distress. On the evidence provided we do not find fault with the Council, as it followed its policies and procedures.
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London Borough of Hammersmith & Fulham (23 020 297)
Statement Upheld Allocations 30-Sep-2024
Summary: Ms X complained the Council has incorrectly assessed Mr Y’s priority on the housing register and failed to carry out a banding review. The Council delays in considering Mr Y’s request for a reassessment of his banding on the housing register is fault. As is the delay in responding to Ms X’s complaint. These faults have caused Mr Y and Ms X an injustice.
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Broxbourne Borough Council (23 020 618)
Statement Upheld Homelessness 30-Sep-2024
Summary: Ms F complained about the Council’s handling of her homelessness application. We found the Council at fault for causing a delay to provide interim and alternative temporary accommodation and to respond to some of her communication. We could not consider the Council’s non-priority decision as she exercised her statutory review rights. The Council will apologise to Ms F and make payment to acknowledge the distress and uncertainty its faults caused her.
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Seraphim Home Care Ltd (23 021 009)
Statement Upheld Charging 30-Sep-2024
Summary: Ms X complains on behalf of her father, Mr Y, the care provider is overcharging for the time spent with Mr Y and is failing to complete all of the agreed tasks. Ms X says this has amounted to large financial losses. We have found fault in the care provider for failing to confirm how it would calculate its charges. We recommend the care provider reissue its invoices in line with the hours Ms X has recorded it is at Mr Y’s and issue an apology.
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East Riding of Yorkshire Council (24 000 880)
Statement Closed after initial enquiries Other 30-Sep-2024
Summary: We cannot investigate this complaint about how the Council has dealt with a complaint about a report it produced for the courts. This is because the matter is subject to court proceedings.