Decision search
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London Borough of Harrow (24 016 321)
Statement Closed after initial enquiries Other 11-May-2026
Summary: We will not investigate Ms M’s complaint about her son’s care package because the Council has increased his support and there is no worthwhile outcome achievable.
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Cambridgeshire County Council (24 019 241)
Statement Upheld Assessment and care plan 11-May-2026
Summary: We find that the Council delayed completing a care needs assessment for B, Mr X’s adult son, and then delayed providing sufficient funding to meet his increased needs. There were also failings in the way the Council communicated with Mr X. These failings caused Mr X distress, uncertainty and placed avoidable strain on Mr X providing the additional care B needed. It is also likely that B did not receive all the support he needed. The Council has agreed to apologise, make a payment, and make service improvements.
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London Borough of Hounslow (24 022 587)
Statement Closed after initial enquiries Housing benefit and council tax benefit 11-May-2026
Summary: We will not investigate this complaint about Housing Benefit and Council Tax overpayments. This is because the complaint is late and there are no good reasons to exercise discretion to investigate it now.
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Oldham Metropolitan Borough Council (25 001 396)
Statement Upheld Safeguarding 11-May-2026
Summary: There was fault by the Council. It failed to inform Ms X about safeguarding concerns against her, failed to keep a record of decision-making, failed to liaise with another agency, failed to tell her it had ended a safeguarding enquiry and delayed responding to her complaint. This caused her avoidable distress and time and trouble. The Council will issue a symbolic payment and a written reminder to relevant council staff.
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London Borough of Islington (25 002 104)
Statement Upheld Homelessness 11-May-2026
Summary: Miss X complained that the London Borough of Islington Council (the Council) placed her in unsuitable temporary accommodation. She said she reported problems to the Council, including when her landlord failed to complete important repairs. She also complained the Council did not properly consider the suitability of the accommodation. Miss X said she had long periods without contact or support from the Council which caused her distress and affected her mental health. We found the Council at fault for delaying responding to Miss X’s concerns about the temporary accommodation. The Council has already offered a suitable remedy.
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London Borough of Hackney (25 006 817)
Statement Upheld Allocations 11-May-2026
Summary: Mr F complained about the way the Council handed his housing register application. We found fault as the Council did not consider all the information he had provided when reviewing its housing register decision and did not make inquiries into whether he may be homeless. This caused Mr F distress. The Council has agreed to apologise, make a symbolic payment, reconsider his housing register application and make homelessness inquiries. It will also make some service improvements.
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Devon County Council (25 007 524)
Statement Upheld Charging 11-May-2026
Summary: Mrs X complained on behalf of her mother, Mrs Y, about delays in the Council’s financial assessment of her residential care charges. Mrs X also complained the Council did not respond to her emails and did not keep her informed about how it assessed Mrs Y’s capital. Mrs X says the Council’s actions caused significant avoidable distress and uncertainty. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy and arrange an appointment to discuss payment of the care charges.
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Birmingham City Council (25 007 525)
Statement Closed after initial enquiries Homelessness 11-May-2026
Summary: We will not investigate Ms X’s complaint about the Council’s handling of his homelessness application because there is insufficient evidence of fault in its decision making to justify our involvement. Service failure about delay has been admitted by the Council and an apology has been issued. However, there is no fault in requiring a telephone or face to face assessment of needs to determine Mr X’s homeless status.
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London Borough of Enfield (25 008 604)
Statement Upheld Safeguarding 11-May-2026
Summary: Mr B complained about the way the Council handled an incident involving his son, Mr C, during transport to college and the subsequent safeguarding investigation. We found the Council’s initial decision-making process was flawed and it delayed excessively on several occasions causing distress to Mr B and Mr C. The Council has agreed to apologise to Mr B and Mr C, make a symbolic payment, provide services to him and improve its procedures for the future.
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Sandwell Metropolitan Borough Council (25 009 544)
Statement Upheld Alternative provision 11-May-2026
Summary: Mrs X complained about the Council’s response to her request for support for her son (Y) who could not attend school because of his health needs. Mrs X also complained about the Council’s failure to keep the statutory timescales for Y’s Education Health and Care needs assessment. We found fault with the Council’s failure to check the suitability of educational arrangements made by Y’s school despite regular communication from Mrs X. We also found fault with the Council’s delays with Y’s Education Health and Care needs assessment, with its communication with Mrs X and its record-keeping. The Council’s fault caused injustice to Y and Mrs X. The Council has agreed to apologise, arrange a meeting to discuss Y’s education and issue Y’s final Education Health and Care Plan. The Council has also agreed to make payments to recognise injustice caused to Y and Mrs X and carry out service improvement.