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Redwood Tower UK Opco 2 Limited (24 020 403)
Statement Upheld Charging 14-Nov-2025
Summary: Mrs X complained Avery Healthcare (the care provider) failed to promptly tell her of the fees payable and invoices for Mrs Y’s care when she became self-funding. She also complained the care home charged for care not needed or provided. Mrs X said the care home caused distress and frustration, and impacted Mrs Y financially. Mrs X and Mrs Y suffered an injustice. Avery Healthcare agreed to apologise, make a financial payment and provide guidance to relevant staff.
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Leeds City Council (24 021 170)
Statement Not upheld Domiciliary care 14-Nov-2025
Summary: Mrs X complained the Council failed to provide adequate care to her mother, Mrs Y. We have discontinued this investigation. This is because we cannot achieve anything further, than the Council has already achieved through its own investigation into Mrs X’s complaint.
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London Borough of Waltham Forest (24 021 321)
Statement Upheld Other 14-Nov-2025
Summary: The Council was at fault for poor communication and a failure to properly review Mr X’s care needs after his reablement package ended. It was also at fault for the significant delay in responding to his complaint. The Council has agreed to apologise to Mr X and make a payment to acknowledge the frustration, uncertainty and distress he was caused. It should also offer to reassess his care needs.
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London Borough of Lewisham (24 021 488)
Statement Upheld Homelessness 14-Nov-2025
Summary: Miss X complained that the Council failed to resolve disrepair in her temporary accommodation, which resulted in persistent damp and mould over an extended period. The Council was at fault for delay in addressing the leak, failing to complete or clearly record remedial works, and for not reviewing the suitability of the accommodation despite reports of health concerns and property damage. These faults caused significant distress to Miss X and her family. The Council has agreed to our recommendations.
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Rochdale Metropolitan Borough Council (24 021 810)
Statement Closed after initial enquiries Child protection 14-Nov-2025
Summary: We will not investigate Mrs X’s complaint the Council did not respond to her complaints about Children’s Services. This is because there is not enough evidence of fault. We will also not investigate her complaint about a current child protection plan. That is because it first needs to complete the Council’s complaint procedure.
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Essex County Council (25 000 637)
Statement Upheld Special educational needs 14-Nov-2025
Summary: Miss X complained the Council failed to complete an Education, Health and Care needs assessment for Y in line with statutory time limits and failed to make alternative provision available for him while he was out of school. The Council was at fault for delays in completing the needs assessment and in securing alternative provision for Y, causing uncertainty and a loss of education. The Council has agreed to apologise and make a payment to reflect the injustice.
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London Borough of Lambeth (25 000 893)
Statement Upheld Homelessness 14-Nov-2025
Summary: Mr D complained about the Council’s handling of disrepair in his family’s temporary accommodation property, and they lived in unsuitable accommodation longer than they should have. We found the Council caused a service failure for delays in moving the family to a suitable accommodation from November 2024. It was not at fault for how it attempted to progress disrepair with his landlord, and parts of the complaint was late. The Council will apologise and make a symbolic payment to acknowledge the injustice its failure caused the family.
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London Borough of Camden (25 001 313)
Statement Upheld Homelessness 14-Nov-2025
Summary: The Council failed to provide suitable accommodation when Mr X and his family were homeless. It housed them in bed and breakfast accommodation for 22 weeks. The maximum time limit bed and breakfast accommodation can be used for homeless applicants with dependent children is six weeks. Mr X said the accommodation caused increased living expenses and distress. The Council agreed to make payments to remedy the family’s injustice.
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Birmingham City Council (25 001 542)
Statement Upheld Allocations 14-Nov-2025
Summary: Mr B complained that the Council did not give him sufficient priority on the housing register and ignored his requests for a review. We find no faut in the way the Council reviewed its decision, but there was delay processing his homelessness application which affected his priority on the housing register. The Council has agreed to apologise and backdate Mr B’s housing priority.
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Staffordshire County Council (24 023 456)
Statement Upheld Alternative provision 14-Nov-2025
Summary: Mrs X complained the Council failed to issue her child’s final amended Education, Health and Care Plan within the statutory timescales, and failed to provide suitable alternative provision when her child was out of school. We find the Council at fault for delays, failing to provide suitable education and special educational provision, and failing to learn from previous complaints. The Council has agreed to apologise, make a payment to Mrs X, and take action to improve its services.