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West Lindsey District Council (23 015 068)
Statement Upheld Noise 29-Sep-2024
Summary: The Council properly investigated Mrs B’s reports of noise from her neighbours and problems with building work. The Council’s website was not clear that it has powers to tackle noise from premises under antisocial behaviour (ASB) legislation. This has not impacted on Mrs B as it is unlikely the Council would have used ASB powers. However, the Council has agreed to review its website so that it is clear that it will consider its ASB powers to tackle noise from premises.
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Wirral Metropolitan Borough Council (23 019 437)
Statement Upheld Special educational needs 29-Sep-2024
Summary: Miss X complains the Council failed to ensure her son, Mr Y, received suitable education or support for his special educational needs. There was fault by the Council which caused Mr Y to miss special educational needs support. It also caused avoidable distress for Mr Y and Miss X. The Council agreed to apologise, pay a financial remedy, and properly consider Miss X’s request for a Personal Budget for Mr Y’s Education, Health, and Care Plan. The Council will also issue reminders to staff in its special educational needs service.
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Northumberland County Council (23 019 694)
Statement Upheld Parking and other penalties 29-Sep-2024
Summary: Ms X complained about how the Council rejected her application for a disabled parking bay outside her home. There was fault in how the Council considered Ms X’s application. The Council agreed to apologise to Ms X for the distress this caused and review its decision. It also agreed to review its disabled parking bay policy to ensure it allows the Council to consider individual circumstances in each case.
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Cheshire East Council (23 019 884)
Statement Upheld Alternative provision 29-Sep-2024
Summary: Ms X complained the Council failed to provide suitable full-time alternative provision for her son Y when he was unable to attend school from September 2023 until July 2024. The Council delayed in responding to Ms X’s concerns which caused her frustration. The Council was not at fault in its actions around Y’s attendance and education. The Council should apologise to Ms X for the avoidable frustration she was caused.
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Wiltshire Council (23 020 022)
Statement Upheld Homelessness 29-Sep-2024
Summary: Mr X complained on behalf of his son, Mr Y, that the Council failed to provide him with interim accommodation when he presented as homeless. We found the Council was at fault in failing to offer Mr Y interim accommodation pending the outcome of its inquiries to ascertain whether he was vulnerable. In recognition of the injustice caused, the Council has agreed to apologise and make a payment to Mr Y and Mr X.
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Rossendale Borough Council (23 021 184)
Statement Upheld Planning applications 29-Sep-2024
Summary: We found no fault on Mr D’s complaint about the Council failing to properly consider representations against a planning application for a nearby new development. He claimed this would affect his amenities. The Council properly considered the application. There was some delay by the Council when dealing with his complaint which caused frustration. The agreed action remedies the injustice caused.
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City of Bradford Metropolitan District Council (23 021 226)
Statement Upheld Assessment and care plan 29-Sep-2024
Summary: We upheld a complaint the Council failed to invite a member of Mrs C’s family to a continuing healthcare checklist assessment. This contributed to the Council failing to take account of information relevant to its assessment and resulted in delay to the NHS considering Mrs C’s eligibility for funding towards her health needs. This caused avoidable distress which the Council has agreed to remedy, detailed at the end of this statement as well as agreed service improvements.
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Wirral Metropolitan Borough Council (24 000 443)
Statement Not upheld Assessment and care plan 29-Sep-2024
Summary: We cannot investigate whether Mr K’s current care plan meets his needs because this is part of court proceedings. There was no fault when the Council refused to reassess Mr K’s care, or how it responded to his mother’s concerns about his care and finances. The Council also properly considered whether Mr K’s mother has support needs as a carer and has explained its conclusions to her.
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London Borough of Lambeth (24 000 802)
Statement Closed after initial enquiries Other 29-Sep-2024
Summary: We will not investigate this complaint about the information the Council holds on the complainant. The right to access personal data which the Council holds about the complainant under the UK General Data Protection Regulation is a more suitable route to access the information he wants to know. If the complainant remains unhappy the Information Commissioner’s Office is better placed to consider the complaint.
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Statement Upheld Charging 29-Sep-2024
Summary: Mrs X said the Council’s handling of Mr X’s added care costs after he left hospital was unnecessarily time consuming, caused distress and significantly affected her finances. We found there was avoidable delay by the Council and a failure to properly process Mrs X’s complaint about the costs. To put matters right, the Council agreed to apologise to Mrs X and make a symbolic payment of £1,000. The Council also agreed to remind its officers of the need to deal with complaint correspondence in a timely manner.