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Royal Borough of Windsor and Maidenhead Council (24 006 596)
Statement Upheld Homelessness 22-Jun-2025
Summary: Miss X complained about how the Council dealt with her housing situation when her family became homeless. The Council found that it had taken too long to assess her situation and deal with a review, but it failed to remedy the impact of this when Miss X complained to it. The Council caused Miss X distress and uncertainty and this affected her particularly because the failings spanned a long time and the Council was aware of Miss X’s disabilities and mental illness. The Council will apologise to Miss X and make some symbolic payments to recognise the impact on her. It will also backdate her housing priority to take account of the impact of its delays, and update the Ombudsman on its service improvements.
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London Borough of Harrow (24 007 307)
Statement Upheld Allocations 22-Jun-2025
Summary: Mr X complained about how the Council handled his housing application. The Council failed to properly consider its homelessness duties to Mr X, or his priority for social housing under its allocation policy. This fault meant Mr X and his family lived in unsuitable accommodation for eighteen months longer than they needed to. The Council agreed to apologise, make a direct offer to Mr X of its next suitable available property, and pay a financial remedy. It will also provide an update on its backlog of housing priority decisions, issue reminders to its staff, and produce an action plan to prevent recurrence of the same fault.
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Isle of Wight Council (24 008 559)
Statement Upheld Homelessness 22-Jun-2025
Summary: The Council housed Mr X and his child in unsuitable bed and breakfast accommodation for longer than the period allowed in law. It also significantly delayed reviewing the suitability of the family’s temporary accommodation. To recognise the frustration, uncertainty and period in unsuitable accommodation caused by the Council’s faults, the Council has agreed to apologise, pay Mr X £1,000 and take action to improve its services.
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London Borough of Southwark (24 009 156)
Statement Upheld Homelessness 22-Jun-2025
Summary: Miss X complained the Council failed to properly consider medical evidence and a disclosure of domestic abuse she provided as part of a homelessness application. We do not find fault with how the Council considered Miss X’s application. However, we find fault with how the Council communicated with Miss X, causing uncertainty. The Council has agreed to apologise to Miss X, make a symbolic payment to recognise the uncertainty caused, and complete a new review of Miss X’s case.
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Statement Upheld Safeguarding 22-Jun-2025
Summary: Lifeways Community Care Limited (the Care Provider), and the Council found that Mr K’s care and support was inadequate. The Council found that this put him at risk of abuse and neglect. Mr K was caused distress and had to move home. The Care Provider did not handle the complaint properly. The Council initially failed to handle the safeguarding concern appropriately. It did rectify this and has taken robust action to make sure that it does not commission further until the Care Provider makes improvements. The Council has agreed to apologise to Mr K’s sister who acts on his behalf, and make a payment to Mr K and his sister in recognition of the distress it has caused them both.
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Slough Borough Council (24 011 925)
Statement Upheld Special educational needs 22-Jun-2025
Summary: Mr X complained about the Council’s handling of his request to change the educational placement named in is child’s Educational, Health and Care Plan. We found the Council at fault in reviewing the Plan and dealing with Mr X’s resulting complaint. These faults caused Mr X avoidable distress and put him to avoidable time and trouble. The Council agreed to carry out a new review, apologise to Mr X and pay him £600 in recognition of the injustice caused by its avoidable delays and other faults.
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North Yorkshire Council (24 012 298)
Statement Upheld Alternative provision 22-Jun-2025
Summary: Miss X complained about the Council’s failure to ensure suitable education for her son (A) when he was out of school. We found fault in the way the Council discharged its Section 19 duty towards A and in its complaint handling. The Council’s fault caused injustice to A as he missed education and to Miss X as she was distressed at the lack of support for A. The Council agreed to apologise and make payments to Miss X to recognise A’s loss of education and her distress. In recent complaints we have recommended relevant service improvements, which we will monitor.
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Hampshire County Council (24 012 888)
Statement Upheld Other 22-Jun-2025
Summary: Ms Y, on behalf of Mr X, complained about the Council’s handling of his care and support needs, as well as its failure to oversee the completion of a housing adaptation, leaving the work unfinished. We find the Council at fault for failing to respond to contact, properly consider safeguarding referrals, carry out required assessments, take reasonable steps to arrange appropriate care support, and ensure the housing adaptation was completed. These failings caused Mr X distress and uncertainty. The Council has agreed to apologise, make a payment to Mr X, and improve its services.
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Surrey County Council (24 013 375)
Statement Upheld Special educational needs 22-Jun-2025
Summary: Ms X complained the Council failed to respond to her request for an urgent annual review of her child Y’s Education Health and Care Plan. There was fault by the Council, including a failure to consider its duty to arrange alternative educational provision or secure special educational provision, failures in communication, poor complaint handling and a failure to amend Y’s Plan within the required timescales. This caused avoidable frustration, uncertainty and a financial loss. The Council will apologise and make payments.
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Birmingham City Council (24 013 404)
Statement Upheld Refuse and recycling 22-Jun-2025
Summary: Ms X complained the Council has failed to provide a replacement pod for her recycled paper and cardboard despite first requesting this in June 2023. Ms X also complained the Council has failed to provide a replacement household waste bin. We found the delays in providing a replacement pod and household waste bin are fault. This fault has caused Ms X frustration and inconvenience. The Council has agreed to apologise and make a payment.