Decision search
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Epping Forest District Council (24 017 225)
Statement Upheld Homelessness 10-Nov-2025
Summary: Miss X complained the Council conducted a homelessness interview insensitively and she had to discuss the domestic abuse she experienced. She also complained it failed to properly consider her application to join its housing register. We have found fault by the Council on both matters. The Council agreed to apologise to Miss X and make her a symbolic payment to recognise the distress, frustration and uncertainty caused to her.
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Lancashire County Council (24 018 143)
Statement Upheld Special educational needs 10-Nov-2025
Summary: The Council failed to amend the Education, Health and Care Plan of Miss X’s child, Y, within the required timeframe. It also failed to respond to Miss X’s communications in a timely manner or at all. This caused Miss X and Y distress and uncertainty, and the delays meant Y missed half a term of college. The Council has agreed to apologise and make a payment to Miss X.
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London Borough of Brent (24 018 582)
Statement Upheld Enforcement 10-Nov-2025
Summary: We found fault on Mr Y’s complaint about the way the Council dealt with his reports of his neighbour breaching planning consent. It failed to let him know what action, if any, it was taking on his report. It also failed to ensure his case suffered no delay when an officer it was assigned to left. The Council agreed to send Mr Y an apology for the injustice caused by its failings. It also agreed to review procedures to ensure those making reports are kept updated at key stages and of decisions. It will also act to ensure cases are not left to drift due to staff changes or absence.
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London Borough of Bromley (24 019 317)
Statement Upheld Homelessness 10-Nov-2025
Summary: Mr X complained that the Council failed to ensure the temporary accommodation it provided him with, remained available to him, failed to provide him with suitable alternative accommodation and failed to safeguard his personal data. There were some faults by the Council which caused injustice to Mr X. The Council will take action to remedy the injustice caused.
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Suffolk County Council (24 021 093)
Statement Upheld Assessment and care plan 10-Nov-2025
Summary: There was fault by the Council in the failure to review Mr Y’s direct payment and to review his care and support plan. The Council has apologised, written off part of a debt and not reclaimed unauthorised expenses. This is an appropriate remedy for the avoidable distress.
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Hertfordshire County Council (24 021 129)
Statement Closed after initial enquiries Direct payments 10-Nov-2025
Summary: We will not investigate this complaint about the support provided to Miss X by Adult Social Care Services. This is because there is not enough evidence of fault to justify our involvement.
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Derbyshire County Council (24 021 608)
Statement Upheld Child protection 10-Nov-2025
Summary: Miss X complained the Council delayed finalising its section 47 assessment and she had to constantly chase for updates. She also complained about the information the Council included in the assessment. Finally, she complained about how the Council dealt with her complaint. We find the Council was at fault for its delay in completing the assessment, its communication with Miss X and its complaints handling. This caused Miss X distress and uncertainty, and she lost the opportunity to access support sooner. The Council has agreed to apologise to Miss X, make a payment to her and write to her with an outcome on her complaint about her belongings.
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Surrey County Council (24 021 698)
Statement Upheld Special educational needs 10-Nov-2025
Summary: Ms B complained the Council failed to provide her child the provision detailed in their Education, Health and Care Plan. We find the Council at fault for failing to provide the special educational provision detailed in the Education, Health and Care Plan. This has caused Ms B distress, frustration and uncertainty. The Council has agreed to apologise, make a symbolic payment, consider reimbursement of Ms B’s costs and make service improvements.
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Staffordshire County Council (25 000 848)
Statement Upheld Special educational needs 10-Nov-2025
Summary: The Council failed to provide the tutoring and mentoring set out in Ms X’s adult son’s (Mr S’s) Education, Health and Care (EHC) Plan. The Council has already apologised. It should also pay Ms X £996 which is the cost of Mr S’s missed provision.
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North Somerset Council (25 001 686)
Statement Upheld Refuse and recycling 10-Nov-2025
Summary: Mr X complained the Council repeatedly left his bin in the middle of the public footpath outside his property, rather than returning it to his property after emptying it. The Council was at fault, which caused Mr X frustration. The Council has agreed to apologise and make a payment to Mr X, monitor his future collections and create an action plan to ensure the refuse crew return his bin correctly after emptying.