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Birmingham City Council (24 018 305)
Statement Upheld Refuse and recycling 10-Aug-2025
Summary: Mrs X complains the Council has repeatedly failed to collect the communal waste containers which service her block of flats. This has led to an accumulation of waste which Mrs X has had to hire skips to dispose of at her own expense. We found the Council’s repeated failure to collect the communal waste over a sustained period is fault. This fault has caused Mrs X frustration, difficulties, and financial expense. The Council will apologise and make payments to Mrs X.
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London Borough of Haringey (24 018 361)
Statement Not upheld Assessment and care plan 10-Aug-2025
Summary: Mr X complained the Council has failed to adequately meet his care and support needs. Mr X has been in a temporary accommodation since June 2024 which he says is not suitable for his care needs. We found there is no evidence of fault in the way the Council has assessed or met Mr X’s care needs.
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London Borough of Hackney (23 011 262)
Statement Upheld Assessment and care plan 10-Aug-2025
Summary: Mrs B complained about the failure to properly consider her brother, Mr C’s needs before placing him in a care placement, failed to ensure the placement acted appropriately when transferring him to hospital, failed to ensure the care provider put in place support for him, failed to communicate properly with her and delayed responding to her complaint. Mrs B says the failures caused her significant distress. There is no evidence of fault in how the Council considered care placements for Mr C before he moved in to a placement. The Council failed to identify a new placement when Mr C needed to move from that placement and delayed dealing with the complaint. The care provider acting on behalf of the Council failed to include Mr C in the assessment, failed to follow the transition plan and failed to follow the care plan. An apology, payment to Mrs B, a review and reminder to officers is satisfactory remedy.
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London Borough of Richmond upon Thames (23 016 898)
Statement Upheld Homelessness 10-Aug-2025
Summary: We have found fault with the Council for failing to secure interim accommodation for Mr X when it had reason to believe he was homeless with a dependent child. The Council has agreed to take action to remedy Mr X’s injustice.
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Warwickshire County Council (24 000 396)
Statement Upheld Special educational needs 10-Aug-2025
Summary: We found fault by the Council on Mr Y’s complaint about it failing to follow statutory timescales for issuing his son’s final Education, Health and Care plan. It missed the timescale by 13 weeks. There were communication failures with Mr Y and a failure to properly deal with his complaint according to its complaints procedure. This caused avoidable distress as his son missed provision, and Mr Y suffered frustration, uncertainty, and lost opportunity. The Council agreed to send him a written apology for the failings, pay £700 for lost provision, £500 for avoidable distress, and act to ensure the failings cannot be repeated on future cases.
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London Borough of Tower Hamlets (24 003 768)
Statement Upheld Other 10-Aug-2025
Summary: Mr X complained the Council’s investigation of a complaint he made through the statutory children’s complaint process, was flawed at both stage two and stage three. The Council was at fault as the statutory complaint procedure was flawed. The Council will apologise to Mr X for the avoidable frustration and uncertainty he was caused and conduct a new investigation of his complaint.
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West Sussex County Council (24 011 785)
Statement Upheld Alternative provision 10-Aug-2025
Summary: Mrs X complained the Council delayed arranging alternative educational provision for her child, Y when he was unable to attend school. She also complained the Council failed to provide the specialist provision outlined in Y’s Education Health and Care (EHC) Plan. The Council decided without fault that the school named in the Plan could meet Y’s needs. The specialist provision was available to Y at the named school. However, the Council was at fault for a three month delay in arranging alternative education provision and failing to review Y’s EHC Plan within statutory timescales. The Council has agreed to apologise and make a payment for Y’s missed provision and to recognise the distress, frustration and uncertainty caused.
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London Borough of Southwark (24 018 801)
Statement Upheld Allocations 10-Aug-2025
Summary: We found fault on Mr Y’s complaint about the Council failing to properly consider his review requests about his banding and his temporary accommodation’s suitability. It did not show it properly made the decision about his banding following an independent medical advisor’s recommendation. Nor did it show it properly investigated his concerns about the suitability and condition of his accommodation. There were failures to tell him about how to challenge decisions. The Council agreed to send a written apology, pay £200 for the avoidable distress caused, review his banding, review suitability, as well as reminding officers of the need to follow the correct procedures.
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Vale Of White Horse District Council (24 019 037)
Statement Upheld Planning applications 10-Aug-2025
Summary: Mr B complained that the Council delayed excessively in registering a planning application to regularise breaches of planning control on a site including Mr B’s property and had failed to take enforcement action over a number of years. We found the Council delayed excessively in progressing the current application. The Council has agreed to apologise to Mr B and pay him £150.
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London Borough of Redbridge (24 019 409)
Statement Upheld Homelessness 10-Aug-2025
Summary: Mrs Z complained that the Council failed to act promptly after deciding her temporary accommodation was unsuitable. We have concluded our investigation with a finding of fault. Based on the evidence, the Council delayed completing the suitability review and in offering suitable alternative accommodation and failed to address identified safety adaptations. This caused avoidable uncertainty and left Mrs Z living in unsuitable conditions for longer than necessary. The Council has accepted our recommendations.