Decision search
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Durham County Council (24 003 709)
Statement Closed after initial enquiries Other 20-Dec-2024
Summary: We will not investigate this complaint about the Council’s failure to take action against a social housing landlord over an energy performance certificate. It was reasonable for Ms X to complain to the Housing Ombudsman about any breaches of her tenancy conditions by the landlord.
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Wokingham Borough Council (24 004 350)
Statement Upheld Council tax 20-Dec-2024
Summary: Mrs X complained about the Council’s handling of her council tax account, particularly a visit to her home by its enforcement agent. Mrs X said the visit caused much distress. We found there was fault causing injustice. The action already taken by the Council, which included written apologies, correction of Mrs X’s council tax account and payment of £100 financial redress, suitably put matters right.
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London Borough of Hounslow (24 005 241)
Statement Upheld Special educational needs 20-Dec-2024
Summary: Mr X complained the Council failed to provide his child Y with the provision set out in Y’s Education Health and Care (EHC) Plan, delayed updating the Plan and delayed setting up direct payments to secure provision for Y whilst it sought a school place. The Council was at fault. It failed to review Y’s Plan when Y stopped attending school, delayed arranging alternative provision to meet Y’s needs and the provision arranged did not meet all Y’s needs. The Council has agreed to apologise to Mr X and make payments to acknowledge Y’s missed provision and the distress, frustration and uncertainty caused to Mr X. It has also agreed to review its procedures.
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West Sussex County Council (24 005 409)
Statement Upheld Charging 20-Dec-2024
Summary: The Council did tell Mrs X she would have to pay towards the cost of her care. However, it was at fault for taking over a year to complete its financial assessment. As a result, Mrs X had the shock of a large bill and was denied the chance to make informed choices about her care. Mrs X would have accepted less care and cancelled the care package sooner had she known the cost. This is an injustice to Mrs X. The Council has agreed to apologise, recalculate Mrs X’s bill and make a payment to recognise her avoidable distress.
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Dover District Council (24 001 693)
Statement Upheld Other 20-Dec-2024
Summary: X complained the Council failed to use its powers to ensure a project aimed at providing a public benefit to the area. The Council accepted there was fault, as it cannot now explain why it did not require improvements to the land as it had once intended. It has also agreed it needs to review its practice and procedure to avoid similar fault in future. We found fault because records were missing from the Council’s planning register. We completed our investigation because the Council agrees to our recommendations.
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Milton Keynes Council (24 001 734)
Statement Upheld Child protection 20-Dec-2024
Summary: Miss B complained about the actions of the Council in respect of her child who was a looked after child. We found the Council took too long to respond to her complaint but its apology and offer of £550 is an adequate way of putting matters right.
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London Borough of Harrow (24 002 680)
Statement Upheld Other 20-Dec-2024
Summary: Mr C complained about how the Council carried out recommendations set out in an action plan regarding its Community Mental Health Services and how it communicated with him. We found some fault by the Council as it caused delay in implementing it plan and how it communicated with Mr C. The Council should apologise to him to acknowledge the distress and uncertainty this caused. We will not investigate other parts of Mr C’s complaint as this related to potential injustice to other service user and decisions considered in a previous Ombudsman investigation.
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Surrey County Council (24 007 252)
Statement Upheld Special educational needs 20-Dec-2024
Summary: Mrs X complained the Council delayed completing her child’s Education, Health and Care Plan outside the statutory timescales. Mrs X also complained the Council failed to communicate with her effectively. The Council accepted its fault for delays and poor communication and the uncertainty and frustration this caused. The Council has produced a Final Education, Health and Care plan for Mrs X’s child and offered Mrs X an apology and payment totalling £1,350 for the uncertainty and frustration its fault has caused. I have ended my investigation because this is suitable action to resolve Mrs X’s complaint and further investigation by the Ombudsman would not add to this.
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Lancashire County Council (23 012 746)
Statement Upheld Child protection 20-Dec-2024
Summary: Mr D complained the Council’s child and family assessments of his daughter in 2023 were flawed. There was no fault in the way the assessments were done. There was fault in complaint handling but this did not cause Mr D significant injustice requiring a remedy.
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Statement Upheld Domiciliary care 20-Dec-2024
Summary: Mrs X complained the Care Provider failed to provide her mother (Y) with an adequate standard of care between October and November 2023. The Care Provider was at fault for poor record keeping and not carrying out care visits in line with when Y needed her medication. It was also at fault for how it administered Y’s care contract. However, it was not at fault for failing to stay for the full duration of Y’s care visits. The Care Provider has agreed to apologise and make a symbolic payment to Y to remedy the injustice caused.