Decision search
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London Borough of Brent (24 018 156)
Statement Upheld Homelessness 07-Aug-2025
Summary: Miss X complained about how the Council dealt with her homelessness application. She said she is homeless, and this impacted her mental health. There was fault as the Council did not provide Miss X with accommodation after accepting a duty to her and communication was poor. Miss X lived in unsuitable accommodation for 18 months. The Council has agreed to apologise and make a financial payment.
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London Borough of Lambeth (24 018 486)
Statement Upheld Homelessness 07-Aug-2025
Summary: Miss X complained the Council delayed taking action in response to her concerns about damp and mould in her temporary accommodation. The Council was at fault. It delayed taking action to repair the property. It did not redecorate the property when it told Miss X it would. It also did not give Miss X a new right of review in relation to the suitability of the property. The Council has agreed to apologise to Miss X and pay her £750 for the distress, frustration and uncertainty it caused her. It will also redecorate the property.
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Cheshire West & Chester Council (24 011 919)
Statement Upheld Assessment and care plan 07-Aug-2025
Summary: Mrs X complains about failings and lack of support from the Council’s adult social care services when her late sister, Miss Y, was discharged from hospital into residential care. Mrs X said the care homes where Miss Y stayed were unsuitable and the Council did not provide adequate charging information. Mrs X was left with a large invoice for Miss Y’s care. We found the Council was not at fault in sourcing residential care placements, or in the charging information it gave. The Council accepted it took too long to allocate a social care assessor and apologised.
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Birmingham City Council (24 012 760)
Statement Upheld Homelessness 07-Aug-2025
Summary: Mr B complained about the accommodation the Council has provided since he and his family became homeless. We find that the Council failed to provide suitable accommodation. It placed the family in bed and breakfast accommodation for around 16 weeks, 10 weeks over the maximum time such accommodation can be used for homeless applicants with dependent children. The Council then placed the family in unsuitable accommodation, which is statutorily overcrowded and where they have to share facilities with other families. They have been living there for around 21 months. The Council has agreed to immediately move the family to suitable accommodation, apologise and make a payment to Mr B. It has also agreed to make service improvements.
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Cheshire West & Chester Council (24 018 730)
Statement Upheld Special educational needs 07-Aug-2025
Summary: The Council delayed completing Mrs X’s child, Y’s, Education, Health and Care Plan. This caused Y to miss two and a half terms of Special Educational provision and caused Mrs X frustration, distress and uncertainty. The Council should apologise, make a payment to Mrs X and develop an action plan to address the delays.
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Bury Metropolitan Borough Council (24 019 017)
Statement Upheld Special educational needs 07-Aug-2025
Summary: Mrs X complained about the Council’s handling of her child Y’s Education, Health and Care (EHC) Plan since 2023 including annual review delays and a failure to pay the personal budget. The Council was at fault. It failed to carry out annual reviews between August 2023 and July 2024 and then delayed issuing an amended Plan prior to Y’s transition to post-16 education. It also failed to review and pay Y’s personal budget which meant Mrs X was unable to arrange therapy provision between September 2023 and July 2024. The Council agreed to apologise to Mrs X and Y and make payments to acknowledge the distress caused the impact on Y’s education and development.
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London Borough of Croydon (24 020 043)
Statement Not upheld Domiciliary care 07-Aug-2025
Summary: Mrs X complained the Council failed to investigate concerns about an incident when her relative, Mrs Y, received domiciliary care. She also complained about poor complaint handling. Mrs X said this caused distress and believed Mrs Y would be alive if it were not for the incident. We have discontinued the investigation. This is a late complaint and there is no good reason to exercise discretion to consider this matter now. The Information Commissioner’s Office is better placed to consider the complaint about not providing information. The Ombudsman will not complete an investigation to only consider complaint handling.
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Peterborough City Council (24 022 175)
Statement Closed after initial enquiries Allocations 07-Aug-2025
Summary: We will not investigate this complaint about the Council’s failure to make an offer of housing since Miss X joined the housing register 7 years ago. There is insufficient evidence of fault which would warrant an investigation.
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Harborough District Council (25 001 854)
Statement Closed after initial enquiries Homelessness 07-Aug-2025
Summary: We will not investigate this complaint about the Council’s handling of Mr X’s homelessness and housing applications. Mr X had a right of appeal to court about the Council’s decision on his homelessness and there is no good reason he could not have used it. It is unlikely an investigation would find fault with the Council’s decision about Mr X’s priority on its housing register.
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Wakefield City Council (25 001 940)
Statement Closed after initial enquiries Council tax 07-Aug-2025
Summary: We will not investigate Mr X’s complaint about Council Tax billing and a warning issued by the Council over his communications with it. There is not enough evidence of significant injustice or fault to warrant an investigation.