Decision search
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London Borough of Hackney (24 015 097)
Statement Upheld Other 12-Aug-2025
Summary: Mr B complained on behalf of his partner, Mr C, that they experienced persistent problems with the Council’s contractor undertaking minor adaptations needed by Mr C. We upheld the complaint, finding poor customer service by the contractor and faults by the Council in its practice. We considered these caused avoidable distress, which was an injustice to both Mr B and Mr C. The Council accepted these findings and at the end of this statement we set out the action it has agreed to remedy that injustice and improve its service.
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London Borough of Lewisham (24 016 246)
Statement Upheld Homelessness 12-Aug-2025
Summary: Miss B complained the Council placed her in unsuitable temporary accommodation and did not consider her request for a suitability review. The Council was at fault for its failure to treat Miss B’s contact as a trigger for a new suitability decision to be made; and for its delay in actioning Miss B’s change of circumstances and new medical information. Because of the fault, Miss B suffered distress and frustration, and she remained living in unsuitable accommodation with her young children for longer than they should have. The Council has agreed to apologise to Miss B, make a symbolic payment, and issue staff briefings.
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Oxfordshire County Council (24 016 509)
Statement Upheld Assessment and care plan 12-Aug-2025
Summary: We have upheld Ms X’s complaint about the Council not completing a Care Act assessment in February 2025 as promised. The Council has agreed to apologise and make a payment to Ms X for this fault, which provides a proportionate remedy for the injustice caused. We will not investigate the other part of Ms X complaint because it is late.
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London Borough of Lewisham (24 017 131)
Statement Closed after initial enquiries Homelessness 12-Aug-2025
Summary: We will not investigate this complaint about the Council’s decision on a homelessness application. It was reasonable for Mr X to use the review/appeal procedure provided by the homelessness legislation.
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Statement Upheld Special educational needs 12-Aug-2025
Summary: Mrs X complained about the Council’s handling of her son, Y’s, educational placement and the specialist provision outlined in his Education Health and Care (EHC) Plan after he stopped attending school. The Council was at fault as it failed to review Y’s EHC Plan within statutory timescales. It also failed to ensure Y received the specialist provision in the Plan after deciding the school named in the Plan could not meet his needs. It also failed to provide Y with suitable alternative educational provision. The Council has agreed to apologise and make a payment to Mrs X to recognise Y’s missed education as well as the distress frustration and uncertainty caused. It has also agreed to issue Y’s final amended EHC Plan without further delay.
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West Sussex County Council (24 017 707)
Statement Closed after initial enquiries Safeguarding 12-Aug-2025
Summary: We will not investigate Mr X’s complaint about how the Council responded to safeguarding referrals about his welfare. There is not enough evidence of fault to justify our involvement.
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Essex County Council (24 018 461)
Statement Upheld Special educational needs 12-Aug-2025
Summary: Mrs X complained the Council failed to complete an Education, Health and Care needs assessment for her child, Y, within the statutory time limits. She said this caused Y to miss out on a suitable education. We found the Council at fault for not completing the assessment within the statutory timescales and for not providing a suitable education for Y. This fault caused injustice to Mrs X and Y. The Council has agreed to make a payment to recognise Y’s loss of education and the distress to them and Mrs X. The Council has also agreed to make changes to improve its service.
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Bournemouth, Christchurch and Poole Council (24 018 634)
Statement Not upheld Residential care 12-Aug-2025
Summary: Miss X complained the Council failed to provide appropriate care and support for Mrs Y during her six week stay and dismissed the family’s concerns about Mrs Y’s presentation and wellbeing. We found there was no evidence of fault in the care and support the care home provided to Mrs Y.
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London Borough of Enfield (24 008 846)
Statement Upheld Homelessness 12-Aug-2025
Summary: The Council was at fault for failing to make inquiries when Miss X gave it reason to believe she might be homeless. The Council was also at fault for telling Miss X to approach a different Council, inadequate record keeping and refusing to deal with Miss X’s complaint. The Council has agreed to apologise, investigate Miss X’s case, make a payment to her and act to improve its services.
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Stoke-on-Trent City Council (24 019 243)
Statement Upheld Refuse and recycling 12-Aug-2025
Summary: Mr X complained how the Council handled matters when it issued him with a Fixed Penalty Notice. He says the Council failed to follow government guidance and it did not give him an opportunity to resolve matters informally. We find the Council was at fault for its failure to follow government guidance without good reason. This caused Mr X frustration and inconvenience. The Council has agreed to apologise to Mr X, make a payment to him and implement service improvements.