Decision search
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London Borough of Southwark (25 002 246)
Statement Closed after initial enquiries Allocations 13-Aug-2025
Summary: We will not investigate Ms X’s complaint as there is insufficient evidence of fault and injustice to justify an investigation.
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London Borough of Camden (24 007 033)
Statement Upheld Private housing 13-Aug-2025
Summary: Miss X complained about the housing support the Council has provided since it discharged its homelessness duty in 2021. We found the delays in accepting a homeless application and a duty to assist Miss X is fault. As were the delays in responding to Miss X’s concerns about sewage and the water supply to her property. These faults caused Miss X an injustice.
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Bristol City Council (24 007 483)
Statement Upheld Planning applications 13-Aug-2025
Summary: Mr B complained about the process followed by the Council when it gave planning permission for a house behind a listed terrace where he lives. We upheld the complaint, finding the Council’s planning committee did not follow its published procedure after it initially refused to support the planning application. We also found the Council at fault for delay in answering Mr B’s complaint. We considered these faults caused injustice, although we could not say the outcome of the planning application would have been different. The Council has accepted these findings and at the end of this statement, we set out the action it has agreed to remedy that injustice and to avoid a repeat.
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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.