Decision search
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North Norfolk District Council (25 006 561)
Statement Closed after initial enquiries Licensing 29-Jun-2025
Summary: We will not investigate Mrs X’s complaint about how the Council handled business license applications. Parts of her complaint are late and there are no good reasons why it could not have been made sooner. And of the parts remaining, there is insufficient evidence of fault by the Council.
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Devon County Council (24 008 530)
Statement Upheld Assessment and care plan 29-Jun-2025
Summary: Mr X complained the Council has repeatedly failed to follow its policies and procedures which has resulted in a failure to safeguard his daughter, Miss Y. We found the delays in completing care needs assessments and in following up on Miss Y’s requests regarding how her needs were met is fault. As were the delays and failure to properly consider whether, and how the post adoption support service could support Miss Y. The delay in responding to Mr X’s complaint was also fault. These faults have caused Miss Y and Mr X frustration and uncertainty. The Council will apologise and make payments to Miss Y and Mr X and will review relevant processes.
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North Northamptonshire Council (24 010 308)
Statement Upheld Special educational needs 29-Jun-2025
Summary: Ms X complained that her child, Z, did not receive the support they needed from a key adult while in school, despite this being a requirement of their Education, Health and Care Plan. The Council failed to arrange this provision and Z missed out on key adult support over several terms. The Council also delayed reviewing and finalising Z’s Education, Health and Care Plans and delayed responding to Ms X’s complaints. In recognition of the injustice caused by these faults, the Council has agreed to apologise, pay Ms X £1,610 and carry out service improvements.
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Kent County Council (24 010 594)
Statement Upheld Special educational needs 29-Jun-2025
Summary: The Council was at fault as it delayed completing an education, health and care needs assessment and subsequently delayed issuing a final Education, Health and Care (EHC) Plan for Miss X’s child, Y. It delayed responding to Miss X’s complaints. Furthermore, the Council did not take any action in response to Y being on a reduced timetable at school. The Council has agreed to make a symbolic payment to Miss X and apologise to her for the distress and frustration the matter caused her. The Council will also make service improvements to prevent a recurrence of fault.
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North Northamptonshire Council (24 011 415)
Statement Upheld School transport 29-Jun-2025
Summary: Miss X complained that the Council acted unfairly when it decided not to award free school transport to her children. The Council was at fault. The Council did not carry out its assessment properly. The Council should apologise to Miss X and review its internal procedures.
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Braintree District Council (24 011 446)
Statement Upheld Allocations 29-Jun-2025
Summary: Mr X complained about the Council’s handling of his housing application. We found fault by the Council that caused Mr X added avoidable distress when he and his children found themselves living in accommodation not suited to their needs. The Council agreed to apologise to Mr X and make a symbolic payment of £500 in recognition of the injustice caused by its fault.
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Milton Keynes Council (24 012 379)
Statement Upheld Other 29-Jun-2025
Summary: Mr X complained the Council delayed taking action regarding his complaint of a rat infestation in and around his property. Mr X said the Council’s actions caused his family avoidable anxiety and distress and led to him moving address. We found fault by the Council. The Council has agreed to provide Mr X with an apology and a financial remedy in recognition of the injustice caused.
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London Borough of Ealing (24 010 029)
Statement Closed after initial enquiries Council tax 28-Jun-2025
Summary: We will not exercise discretion to investigate the Council’s recovery of a council tax debt from 2023. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner. We have no discretion to investigate complaints which have been subject to court proceedings.
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London Borough of Croydon (23 015 996)
Report Upheld Homelessness 27-Jun-2025
Summary: Ms X complained about how the Council responded to her brother Mr Y’s homelessness applications in 2023. We found several faults. There were months of delays by the Council and basic administrative errors. The Council repeatedly failed to respond correctly to Mr Y’s attempts to access support from its housing service. This meant that instead of being housed by the Council, Mr Y had to live with another of his sisters, Ms Z, despite her being seriously unwell and despite the impact of his mental health needs on their wellbeing. The faults caused Mr Y, Ms X and Ms Z significant stress and upset.
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Oxfordshire County Council (25 000 340)
Statement Closed after initial enquiries Alternative provision 27-Jun-2025
Summary: We will not investigate this complaint about the Council’s decision not to make alternative educational provision for the complainant’s daughter because there is insufficient evidence of fault on the Council’s part. We cannot investigate her complaint about the Council’s refusal to carry out an Education Health and Care Needs Assessment because she has used her right to appeal to the First-tier Tribunal (Special Educational Needs and Disability).