Decision search
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Calderdale Metropolitan Borough Council (24 010 407)
Statement Upheld Noise 15-May-2025
Summary: Ms G complained about the way the Council’s Environmental Health Service dealt with her complaint about a noise nuisance from a neighbour’s dog. We find the Council’s investigation was adequate, but find some fault around its communications with Ms G. This will have caused Ms G some frustration. The Council has made an offer of a symbolic payment as a remedy, which is suitable.
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Nottinghamshire County Council (24 010 840)
Statement Upheld Assessment and care plan 15-May-2025
Summary: Mrs X complained about the Council’s role in supporting her late mother Mrs Y to move from a care home to live with her in another council’s area. The Council was at fault for poor communication and delay. The Council has agreed to apologise and make a payment to Mrs X to acknowledge the frustration and distress she was caused and pay some of the care fees for the extra weeks Mrs Y remained in the care home due to the Council’s delays and poor communication.
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London Borough of Bromley (24 011 010)
Statement Upheld Homelessness 15-May-2025
Summary: Mr X complained that he remained living in unsuitable temporary accommodation for over 12 months, despite the Council agreeing to move him. He also complained about delay in the Council’s complaints process. We upheld both parts of the complaint, finding the Council at fault for not re-housing Mr X sooner and for delay in responding to his complaint. These faults caused distress to Mr X and meant he lived in unsuitable accommodation for far longer than he should have. The Council has accepted these findings. At the end of this statement, I set out action the Council has agreed to remedy this injustice caused to Mr X and improve its service.
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Sandwell Metropolitan Borough Council (24 011 178)
Statement Upheld Allocations 15-May-2025
Summary: Ms C complained that the Council failed to properly consider her medical conditions in refusing her request to bid on bungalows or houses. We found that the Council had not properly considered Ms C’s mental health condition or explained its reasons for discounting the medical evidence provided by her doctors. The Council has agreed to reconsider these points in a further review of her medical needs.
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Oxfordshire County Council (24 011 571)
Statement Upheld Special educational needs 15-May-2025
Summary: Ms O complained on behalf of Ms X that the Council delayed issuing an education, health and care plan, and failed to provide Ms X’s child with suitable full-time education. Ms O said this caused Ms X distress, it took time, had a financial impact, and meant her child missed out on education. We find the Council at fault for delays issuing the plan which caused injustice. The Council has agreed to make a payment to remedy this injustice.
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Worcestershire County Council (24 011 770)
Statement Upheld Domiciliary care 15-May-2025
Summary: Mr Y complained the Council failed to ensure Mr X’s care provider assigned regular drivers for his mobility car, delayed providing Mr X with medication, failed to ensure Mr X received appropriate personal care, delayed arranging a repair of Mr X’s toilet, allowed the care provider to slander him and delayed considering his complaint. There is some evidence Mr X missed out on access to the community, of missed medication, of inadequate records of bathing and of delay responding to the complaint. An apology, payment to Mr X and Mr Y, alongside procedural remedies, is satisfactory remedy.
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North Yorkshire Council (24 012 719)
Statement Upheld Special educational needs 15-May-2025
Summary: We found fault by the Council on Mrs Y’s complaint about its failings when dealing with her request for her son, Z, to have an Education, Health and Care plan. It failed to follow statutory timescales for issuing draft and final plans, failed to do what it agreed at mediation, and failed to issue Amendment Notices on time. There was little communication with her after mediation and it failed to follow its own complaints procedure. The faults caused lost provision as well as distress to Mrs Y. The Council agreed to send her an apology, pay £1,000 for missed provision, £500 for her distress, review procedures, and send relevant staff a reminder about correspondence.
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Barnsley Metropolitan Borough Council (24 012 755)
Statement Upheld Special educational needs 15-May-2025
Summary: Mrs B complained the Council delayed in issuing a final Education, Health and Care Plan following an annual review and failed to investigate part of her complaint. We find the Council at fault for a delay in issuing the final amended Education, Health and Care Plan following an annual review and for failing to investigate part of Mrs B’s complaint. These faults caused Mrs B and her family uncertainty, distress and frustration. The Council has agreed to apologise to Mrs B, make a symbolic payment and complete service improvements to remedy the injustice caused by the faults identified.
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London Borough of Lambeth (24 014 029)
Statement Upheld Homelessness 15-May-2025
Summary: We found fault on Ms Y’s complaint about the Council failing to provide her with the review decision it agreed to do during court proceedings. It failed to do the review within 8 weeks, tell her promptly of its decision that the property was unsuitable, and keep a record of its decision and reasons. She lost the chance to have the review done within this time period, commuted to her son’s school longer than needed, and suffered frustration. The Council agreed to send an apology, make a payment for the delays, establish why the review was not done within 8 weeks, remind staff about recording decisions, and to tell applicants about suitability decisions promptly.
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Birmingham City Council (24 015 232)
Statement Upheld Special educational needs 15-May-2025
Summary: Ms X complained that the Council delayed issuing her child’s final (amended) Education, Health and Care Plan. We found fault causing injustice. The Council had apologised to Ms X but agreed to make a further payment to her to fully remedy the injustice caused.